We’ve already looked at some of the ways in which you can make sure you’re getting the most from your call centre. But there are more things you can do to ensure it delivers the best balance of service and value for money.
1. Measure The Right Things
It’s all too easy to resort to standard performance metrics, such as call waiting time, but they don’t really tell you anything about the quality of service you’re providing. It’s better to measure things like caller satisfaction and new business.
2. Simplify Things for Agents
For agents to deal with customer queries effectively, they need easy access to information. If they have to navigate a complex IT environment to find the details they need, it can lead to delays and frustration. Simplifying the desktop and gearing it towards the data most needed helps streamline operations.
3. Use Expert Resources Wisely
When advisors need to refer calls to someone else for expert advice, that process needs to be as smooth as possible. Delays in transferring calls or searching for the right person don’t reflect well on your operation.
4. Build Team Spirit
Getting all of your call centre staff together each day, even if only for a short time, helps to foster team spirit. You need to get everyone involved and make sure they understand the common goals of the operation and work to achieve them.
5. Cut Out Avoidable Queries
Although wholesale VOIP termination rates from suppliers such as https://www.idtexpress.com provide affordable calling to most parts of the world, having to call customers for common issues is not only inefficient but frustrating. If your agents are answering the same queries over and over again, then look at how you can deal with these issues another way. A list of FAQs on the website, for example, may cut the number of calls. Monitoring of agent conversations can help to spot regular issues.
6. Understand the Customers
Part of the problem for call centre managers is understanding exactly what the customer experiences. It’s worth selecting a handful of calls each week and following their path through to resolution. This will help management understand how their processes are working and give them a better idea of how to support their staff to deliver effective results.