Call Center Scheduling Featured Article
Operate Like a World-Class Call Center
Call centers can be highly functional and operate extremely well, as long as they have the tools and the willingness to do so. It is also helpful to employ a driven staff that wants the best for the company, and aims to deliver to the ultimate in customer service.
A skills matrix is an underused but beneficial and cost-effective method to implement in a call center capable of improving operations. Each agent brings a different skill set, background, and knowledge base to the table. A skills matrix can keep projects in-house, and by learning key skills employees possess will only enhance the call center. Some of what these agents have gathered from past jobs and via educational background can play a vital part in their roles as agents. Any time a business can learn how to save on spend is a good time.
It is also vital to see how willing your staff is to learn, via e-learning or other educational opportunities. Dedicated and committed to the job is the type of agent you want on your team, because the hope is this will translate to the delivery of exceptional customer service.
Staff engagement is just as important as customer service, some would say. By offering flexible hours along with mentoring, agents feel like they are a part of a positive team. “I do believe that if you do what is right for your staff, they will want to do what’s right for your customers. Making employee engagement the highest priority is the difference between an average centre and an inspiring one,” according to Jacqueline Turner, Leadership Development at Tesco PLC.
Offering a fully integrated multichannel experience is the final piece to optimal operations. There are many contact options, yes, but are they integrated? Social media is great for complaints or positive remarks but not necessarily to enhance business. All channels must be as accessible and function as well as the primary, traffic must be routed to the appropriate agent or tool, and this must be done so seamlessly and contextually.
Keeping agents happy will keep retention rates up, costs down, and customers happy. What more could one ask for?
What will you implement in your call center?
Edited by Maurice Nagle