Agility in Call Center Management
Developing a call center isn’t what most people consider when they think about a lean operation, but new technology is enabling workers in ways that were not possible even five years ago. Connecting across the world to speak with someone knowledgeable and helpful is easier for businesses to coordinate as well. Access to higher-tier support means any startup can offer excellent customer service without having to build out that infrastructure initially.
That’s a major savings in capital, and it’s possible thanks to a few important innovations.
Agents are scattered across the world, but all respond to the same number and can coordinate on the same customer challenges. Meet the cloud call center: a virtual space where client notes, agent interactions, and customer engagement collide. With important metrics on call volume and problems solved ready for any audit, this type of software enables agents to stay mobile with the accountability corporate needs to scale effectively.
Mobility is quickly becoming an important benefit for job seekers, and many talented individuals are opting out of the typical work environment for these opportunities to work from home. The ability to offer this perk can be a competitive advantage for new startups to secure solid talent at a good price.
Today’s call center isn’t confined to the 9-5 schedule of yesteryear. Perhaps a certain section goes home at the end of the day, but the help line remains functional. Those demands put a lot of stress on smaller businesses. Call centers aren’t easy or cheap to run around the clock.
There are a few basic facts at play: consumers expect agents to be more knowledgeable, and they want service whenever they need it. Mobility is one important aspect, but better training is often the deciding factor. A consumer’s trust may rely on that interaction. The fact that a company maintains support at all may play a role in purchasing something.
There are advantages to early adoption, even though the costs can add up quickly. Learning new technology early enables your workforce to stay ahead of the curve and better serve the customer.
Call centers are fairly simple in practice, given you have the proper employees and a good training program to keep everyone up to date. It can be tempting to rely on tried and true methods, rather than looking for better ways to meet and engage with the customer. For example, call centers that deploy a knowledge base can better serve the customer with more important queries that demand more technical knowledge.
Better data on call quality and customer satisfaction is only possible if you try new systems built to capture that data. Without investing in that infrastructure, you might not see very obvious changes you can make to improve customer satisfaction or reduce time spent on a call. You can also improve targeting of the calls and determine who the customer speaks to.
Outsourcing call centers give startups the chance to appear large and ready for anything, but they rely on well-trained employees ready to handle significant call volume.
A call center must be concerned with more than customer service if it’s expected to survive beyond its first year or two. Even with excellent funding, if you don’t understand how to improve customer satisfaction and build trust for the clients you work for, the business won’t survive.
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