Call centers represent much of the customer service world. It's an easy way for companies to put their customers in contact with real service representatives who can work through problems, instead of simply an AI assistant or robot phone tree. Call centers need to be equipped to handle a high volume of incoming calls, record copious amounts of data and track problems and resolutions in a meaningful way. To accomplish these objectives, there are a few keys to success. Aside from a highly trained staff, every call center should consider adding these five things into their business to foster growth and customer satisfaction:
It's difficult to handle a high volume of calls manually. The first piece of technology every call center should invest in is a state-of-the-art phone system. These should offer enhanced caller information, help with note taking during a call and efficiently send callers to available team members. Without these capabilities, it can be difficult for representatives to help customers in a timely manner.
The next piece of tech should be customer relationship management (CRM) software. These databases work with known customers and can create a file for every person a company comes in contact with. It's a great way to create a central source of information about completed calls, resolved problems or ongoing troubleshooting.
These aren't tangible resources, but they do help businesses measure success. Key Performance Indicators are specific metrics that reflect growth. For a call center, this might be the number of inbound calls, the ratio of calls to resolutions or the average time representatives spend on the line with a caller.
Call centers should establish what metrics indicate business health and continually monitor them. This helps them to catch problems early and avoid messy issues down the line.
Team engagement is important in every industry. Employees who are engaged in their work and feel like a meaningful part of the company are more likely to be productive and typically stay with their employer for longer periods of time. Call centers are no different. The tasks of customer service representatives can get repetitive quickly, so it's important to ensure employees remain engaged and passionate about their job.
Things like incentive programs, recognizing success and regular morale check-ins are great ways to measure team engagement. It can help employers notice when someone is struggling in their role and find ways to help them get back on track. It can also encourage people to get more involved in their work and start finding creative avenues to further the business.
Businesses with niche technology like call centers frequently face changes to their workflows and operating procedures. Remembering to continually train employees on how to handle changes to company policy or new workflows and processes is integral to their success. All employees should have a training session any time a new system is implemented.
Additionally, training should be regularly offered to help people advance from their current position. Things like leadership training and executive brainstorming sessions can help to empower people in their role and strive for greater success down the line. It also shows the company is willing to invest in its employees.
There's always room for new ideas in a workplace, and call centers especially should be champions of this. When solving problems over the phone, standard processes can easily get confusing or muddled. Employees should always be encouraged to propose solutions or bring issues to the manager's attention. This allows the company to address a problem that likely affects more than just one employee.
Call centers are complex businesses that make up a large sector of the customer service industry. They require a highly skilled team of customer service representatives as well as some key pieces of technology, training opportunities and measurable goals to succeed. Try implementing these five tips in your call center to see some great returns in your KPIs.
Publish Date: January 11, 2022 3:49 PM