How to Manage Successful Call Centers

Proper training helps ensure a call center is successful.

To manage a successful call center you must make sure all employees are properly trained and have an in depth knowledge regarding all products and services. Employees must understand that their top priority is servicing the customer. Management must find an effective way to motivate and encourage employees to provide the proper service. A company must also include a number of check and balance systems to make sure the call center is properly staffed and goals are being met. Using state of the art technology also helps agents or representatives service customers more efficiently.

Instructions

1. Establish a training program. All new hires should be required to go through an adequate training program. Associates should become knowledgeable regarding the computer system, phone system and all technological advances. Training should be an ongoing program within an organization. This process helps employees establish the most effective and efficient way to service customers.

2. Give call center employees more responsibility. With more responsibility employees are able to service more customers without transferring them to other departments. An employee can also provide better service if he doesn't have to get a supervisor to approve certain transactions. Customer service representatives should be encouraged to take ownership of each customer they service.

3. Provide an effective greeting for call center employees when answering the phones. When employees answer the phone everyone should have the same greeting. This helps to establish uniformity within a company. Customer service representatives should also be taught the value of smiling while on the phone and keeping a positive attitude.

4. Set goals for employees. Some of the key targets could include number of calls taken, quality of phone calls, cross selling and hold time. Every employee should be motivated to hit the goals that lead to employee and customer satisfaction.

5. Listen to customer service representatives. Many companies require managers and supervisors to monitor associate phone calls without the employee's knowledge. This provides management with a tool to increase the service quality of each call. A process such as this will ensure employees are providing world class customer service. Employee feedback should be presented in a positive manner.

6. Work out an effective schedule for customer service representatives. There should be adequate phone coverage all times of the day. This will ensure customers don't hang up. If customers have to wait on hold a significant amount of time it can lead to dissatisfaction and a loss of revenue. Make sure more employees are available during times when call volume is high.

References

• The Call Center School: Blueprint for Call Center Success: Building an Effective Organizational Structure and Team Environment