How to Improve Call Centers

Expect customer service representatives to be friendly and patient with customers.

Companies often outsource customer service functions to call centers. These centers employ individuals who handle calls from customers. To be effective, call centers must treat customers with respect and be knowledgeable about all details of the company. Businesses can take several different measures to improve the performance of a call center. These measures will help equip the call center with the appropriate equipment and knowledge to operate successfully.

Instructions

1. Install an effective software program. An effective program assists in many functions of a call center. It ensures that the call center is properly staffed and that workers have easy access to appropriate information.

2. Train employees. Offer mandatory training programs and seminars to all staff members. Teach the workers about the company and what is expected.

3. Set goals. Tell the customer service representatives what is expected of them. Give procedures about how to handle customers and insist that they respond respectfully and patiently to all customers. Set response time goals. For example, set a goal that a customer must not wait longer than four minutes for a representative to take the line.

4. Develop easy customer menus. When customers call the center, make the automated options easy for them to use and always offer an option to speak with a representative. Customers can feel frustrated when the options are complicated or confusing. By the time they reach an operator, they may be angry or show frustration to the employee, making the issue harder to resolve.

5. Develop a way for customers to reach the same representative. Give representatives identification and extension numbers. Make it easy for customers to reach the same representative. This helps avoid the frustration customers feel from starting all over if they happen to become disconnected.

6. Reward good work. Offer an incentive program to agents who settle issues fast and who offer good quality service to customers.

7. Implement call-monitoring equipment. Purchase equipment that monitors and records all phone calls. Make sure that it is easy to use and offers simple ways to locate particular calls.

References

• TMC Net; Four More Tips to Improve Call Center Management; Patrick Barnard: April 2009
• CSM; How to Improve Your Call Center; Ernan Roman