The following five common attributes for a "best-in-class" call center are transferred from http://www.call-center.net, a regional partner of CC-CMM (http://www.cc-cmm.org). We do share the common view and now in China these five attributes also pinpoint the key challenges of our contact centers, more or less, as opposed to the real WW top ranking performers.
1 Skilled workforce A well-trained, motivated and seasoned workforce with ongoing training to continually build business knowledge and customer service expertise. Also important in establishing best-in-class status is developing long-term relationships with customers- skilled agents build trust and loyalty.
2 Strategy A service-oriented and forward-thinking company that is open-minded, pro-active and accepting of change. Additionally, communicating a consistent, clear and focused strategy in the call center establishes a company as a recognized industry leader.
3 New technologies Cutting-edge technologies including web self-service and multi-channel tools provide customers with choices and ease of access. Advanced technologies result in streamlined call handling which reduces call times and costs and improves customer satisfaction.
4 Management practices A mature and flexible management team that promotes trust and develops motivated and empowered teams is key to a satisfied workforce and customer base. Good management also supports situational (crisis) management as well as long-term strategic and operational planning.
5 Quality monitoring Promoting a balance between quality and quantity in call centers, call monitoring focuses on improving agent performance and customer satisfaction. Actively monitoring calls and regularly coaching agents to achieve better call outcomes are key attributes for the best call centers.
Publish Date: November 26, 2010 3:00 AM