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10 areas to focus on to enhance your call center service
TO FOCUS ON
Every company craves to deliver a steadfast customer care
service to its clients. This has a direct impact on the brand
image and reputation of the ﬁrm. Often, companies invest tons
of money on the contact centres, without yielding the
expected results. Well, you should note, call centre service is a
specialized domain for each industry. You cannot afford to
treat it as a generic service. If you are willing to improve the
performance of your customer support desk, here are ten
areas to focuson.
1 Specialized training
Your team of customer support executives should be
well-trained in their speciﬁc industry. It should
focus on a self-directed program for
development, where you need to
provide them speciﬁc information about
the client’s business. It involves soft
skills training and assessment of
knowledge. The training should balance
between classroom learning and daily
coaching. Timely reporting and
importance of accurate feedback should
be a part of this training program. The
agent should have adequate knowledge
about the company’s product and
2 Assuring quality
Quality assurance is a key aspect you should focus on and it is one of
the contact center best practices. The grade of your contact
center services relies on ﬁrst-rated services by the
executives. You should monitor call quality to ensure
that they maintain the quality of calls. Poor quality of
calls affects the reputation of the company and
results in customer dissatisfaction. It is important to
address vast and varied requirements of the clients.
Focus on the call center KPIs you are supposed to
measure, the parameters you are going to put up on the
scoreboard, how the grades will be assessed and so on.
You should have an experienced bench of professionals
to evaluate the results, review the information and
recommend necessary changes. Take into account the
number of calls made by an agent, call duration and
other elements. Finally, decide how you are willing to
implement the desired changes.
3 Recovery from disasters
You should have a comprehensive plan to deal with disaster recovery and this is very crucial. It may
be artiﬁcial or natural; however, in any case, your customer support desk has to be ready to
encounter the situation. Your disaster recovery mechanism should include backup sites, multiple
websites, mobile agents and other facilities. Your employees should have a detailed knowledge about
what to do in cases of absences related to weather. The emergency measures might impact your
employees and they should be ﬂexible enough to ensure unhindered customer care service and
disaster recovery solutions. You can even implement such plans under ordinary situations to remain
prepared for the actual moments of crisis.
4 Retention of employees
Look out for employees who can be an asset to your organization
over the years. The process starts with hiring. You should be
able to distinguish between potential employees and the
ones who are just contended with themselves. A good
employee thinks for the organization as much as he thinks for
himself. Proper training, upgradation of skills,
feedback driven by accurate data and an inherent eagerness
to drive the business on a positive track makes a
dependable employee. Evaluate the overall consistency of
your employees and retain the ones you feel best for your
organization. The dimension of your success truly relies on the
efficiency and sincerity of call center agents working for you.
5 Customer service
Improving the customer service from time to time is one of the key necessities for a company. You
should implement an able call monitoring mechanism to detect the ﬂaws in the service. Upgrade your
system with multiple channels for interaction, track the conversations between your agents and the
customers and ensure a consistent experience to them whenever they call. The technical infrastructure
also has to be improved with the availability of new mechanisms. In a nutshell, your customer support
desk should maintain the standards of the industry. It is necessary to keep yourself updated with the
latest hardware and infrastructure to enhance the quality of customer experience.
An experienced board of supervisors should be
entrusted with the duty to monitor the calls. Focus on
the experience and abilities of these professionals, so
that they can detect and rectify every element that is
considered to be detrimental to the performance of
the company. They should formulate certain
parameters to evaluate the quality of calls. Make sure
that the existing parameters are enough to ensure call
quality. The key parameters include resolution of the
ﬁrst call, accessibility of self-service response time,
accuracy of forecasts, ability to stick to the schedule
and the overall satisfaction level of the customers.
7 Financial conduct
The ﬁnancial aspect should be monitored and optimized
constantly to prevent losses in business. A call centre may
be affected by bad weather, evolving demands of the
market, rules and regulation implemented by the
government and so on. You should also stick to the
industry ethics. A constant monitoring of the factors
inﬂuencing the ﬁnancial aspects ensures that no resource
is wasted. You should utilize the available technical and
human resources to yield the best returns.
8 Operations structure
The operational mechanism of your company should
deﬁne the role and responsibility of the staff clearly.
Each employee should know their duty and collaborate
with the others to ensure a seamless internal
functioning of the organization. Maximizing the
productivity should be your goal, therefore entrust each
employee with the duty he is comfortable to do.
It requires a diplomatic planning and cooperation
between your employees. Top call center outsourcing companies
ensure the same through shrewd
Technology is a core area for every contact centre. Innovation is never static, and you need to keep
upgrading your technical assets to dish out better services to your clients. You can better manage your
staff and track call quality when you integrate sophisticated technology within the existing hardware. It will
enhance the experience of the clients and add up to the reputation of your company.
The technical edge, along with manpower, ensures seamless functioning of a contact centre helping them
to avail unmatched class of call center outsourcing services.
If you still need help or have any queries then reach out to us. We will be glad to help.