What Makes A Good Contact Centre - Carly Smith - ContactCenterWorld.com Blog
After years of people encountering rude and ill-informed agents, or being subjected to massive call waiting times, contact centres have become underrated and maligned in society. I am sure a business aims for a short but pleasant experience for their customers when setting up their contact centre but somewhere something goes wrong and intentions can be misinterpreted, customers become frustrated and you can lose business.
So what makes a good contact centre?
At PCMS we believe the following are critical:
The people in the contact centre are the service you are paying for so they are of primary importance.
The project team will be running the contact centre day to day to meet your business objectives. Here at PCMS we have an experienced team who have worked in different contact centres at many different levels, so our clients benefit from their experience, knowledge and understanding of the key issues and pitfalls that your campaigns may encounter and can develop strategies to minimise or avoid these.
The agents on the phones are probably the most important people in the contact centre. These people will be representing your company in direct communication with your prospects and customers. Morale is constantly an issue in contact centres, meaning that staff turnover and attrition is high as agents become disheartened or frustrated. The contact centre at PCMS can boast that we hold on to staff for on average 6 years (many stay longer) which is indicative of a focus on staff development and satisfaction. We like to promote a positive culture using progression and personal development to enrich the staff and to give them a path to achievable career objectives.
The office from which your contact centre will be run is of great importance. I know if I was working in a shabby, unmaintained office it would demotivate me and I imagine this will be the case for many others. Our environment can play a huge role in our motivation to succeed and providing a pleasant workspace can increase staff satisfaction and productivity rates.
Modern contact centres can both look great and function effectively through using a mixture of new technology and office furniture to create an environment for agents where they feel relaxed by their surroundings but not distracted by them.
New technology includes such things as the latest Avaya phone technology and monitoring software which enables us to feed back to our agents and clients in detail. We use this information to improve performance and identify outstanding staff.
Contact centres are no longer an optional luxury for your business operations; they are a crucial route for your business to interact directly with your customers and key stakeholders. To make sure your customers develop the correct impression of your business you need a good contact centre that pays attention to detail by investing in people and technology. We encourage our clients and prospective clients to visit our premises, to meet the people and to see the environment we create here at PCMS to provide a good contact centre producing effective results.
Publish Date: December 9, 2010 10:36 AM