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How To Improve Your Call Center Business - Lewis Robinson - ContactCenterWorld.com Blog

How To Improve Your Call Center Business

If you are currently running a call center, you know that it can be a challenge to meet the needs of customers and clients, while ensuring you have enough staff coverage. To maintain good working relationships with any clients you serve and to help boost employee morale, here are a few things you should consider when trying to improve your call center. 

Hire More Employees

Bringing in more employees can help your center become robust and encourage further growth. Depending on your clients, you might need coverage across various time zones or even more workers who can keep up with the demand of customers calling in. If you have clients that are well-known on a national level, this can be especially challenging. 


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Encourage employee growth through recommendations and benefits. Offering different shifts, time slots, and opportunities for your employees can make a positive difference in how your staff responds and encourage potential new workers to join you. If you need to have a specific number of people in the workforce before you can secure a new client, this can make a big difference. 

Consider Changing Hours and Becoming More Accessible

Ask yourself what time zones or hours do you currently serve, and then figure out if you should change them to help grow your business. Maybe you only currently help customers on the East coast. It could be in your best interests to expand and start offering different hours, even going up to providing 24-hour assistance, depending on what your client is asking for. You might consider looking for tools that will be helpful in running your business, such as CNAM

Think About Offering Live Chat

Live chat has become even more popular than calling in and talking directly to an agent. Many people find it easier to sit in front of their computer and work with an agent or support person rather than sitting on hold for a phone call. If your call center doesn't currently offer live chat, this might be something to consider to encourage clients to work with your business over others. Even if you aren't trying to work with a well-known brand, being open to live chat could be something smaller businesses are looking for. Just make sure you know the advantages and disadvantages of using instant messaging and what this would mean for your employees as far as scheduling and training. 

Give Employees the Chance To Work From Home 

Working from home has become more popular than ever before. Many people find it easier to cut out the commute time and get down to work quickly. There's usually no need for a specific wardrobe, and there are usually less rules to enforce. In fact, many businesses find that their employees are more productive than ever, and working from home allows for a better work-life balance for most people. If you're still looking for ways to gain more employees for your call center business, try making the ability to work from home an option, and see if this comes with additional benefits. 

Get Customer Feedback

Getting feedback from your customers on what you can do to improve can make your current business model even better. Your customers can tell you if they were waiting too long, had problems hearing anything on the call, or any other issues they might have been having. Getting their feedback and working with them to make helpful changes to your company can ensure both customers are clients are satisfied. That is perhaps the best way to improve your services while working to get any future contracts renewed. 

Improving your call center business starts by having enough employees and the right tools to help. Stay on top of trends within the industry and consider offering live chat to your customers, the ability to work at home for employees, or both. Finally, get customer feedback and find out what areas you could improve upon. 

Publish Date: November 2, 2021 7:10 PM

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