5 Pointers Guide to Maximize your Call Center Operations

High quality and cost-effective contact center software solutions play a significant role for a lean call center management. However, it is also important to leverage few prominent pointers to maximize productivity and customer experience. Adopting the 5 points below will ensure the organization’s motive to hire an inbound or outbound call center team to be successful.

Pointer # 1à Estimate the Right Number of staff

As a manager, it is important to analyze the business process, number of customers across the globe, call flow volume and forecast the right number of staff required to meet the call volume with utmost quality.

If you use efficient call center software solutions, you can create freelancer logins, give them daily target of calls/leads and maintain their productivity data in the software. For a small business unit, this plays an important part in maintaining low operating costs and high-quality deliverables.

Pointer # 2à  Take One Step at a time

Do not outsource all the business services to your call center team. You must ensure to keep the high level escalation services at your end and train the outsourcing team about low level business process.

Using cloud contact center software, organization can upload training videos, PDF’s and word documents and organize them in a course format. This will save huge cost for training 1000’s of employee and freelancers, and will help you save a lot of money for other important business purposes.

Pointer # 3à Go Mobile

Yes, sounds unfamiliar; however call center of small and medium business are going mobile. With the help of cloud customer service software, you can install the software on the web without leveraging high costs for telephony services. Managers can upload excel sheet, create teams and divide the work load among team members. In case of emergency, customer reps can download the mobile application in their phone and take calls easily.

As per mandatory and easy to access workflow, sales rep will enter feedback once the call ends and get ready to take another call. These mobile apps have a great User Experience designed and developed by call center experts.

It helps to minimize the workflow, which ensures focused calling resulting in the increase in a number of calls per shifts. The customer reps get a chance to work in emergencies from home while organization and call center outsourcing provider are able to tackle call volume and customer experience.

Pointer # 4 à  Coach and do not manage

Manager can monitor sales rep’s calls and leads. They can use outbound call center software to save time and analyze things quickly. They can generate reports on close/hot/cold lead, average handling time and prioritize leads. Managers can upload feedback forms and videos apart from allocating the leads to other reps. So, training and productivity will go hand in hand. You can upload videos in the software related to practicing neutral accent and customer service/selling skills to enhance productivity.

Pointer # 5 à  Check the Online Presence

Your outsourcing provider must have an appealing, user-friendly and informative website with case studies showing how their call center operations solved other business problems and enhanced productivity. A great outsourcing provider will use the best telemarketing software, and will hire the right customer service reps for a satisfying customer experience.