6 Ways to Improve Your Call Centre This Year
Call centres are an essential part of most sales and customer service businesses. However, they can also be a drain on resources if they aren’t run efficiently.
There are a number of technologies that businesses can use to improve the performance of their call centres, but what are some of the things you should be looking at to improve the way your call centre works?
1. Realistic Targets
People are more likely to respond well to targets if they are set in a realistic way. A target that people can reach is one they will strive for. One that is unattainable will just breed frustration.
2. Agent Matching
Getting the right customer to the right agent first time can improve response times and help to solve issues more quickly. You can use Interactive Voice Response (IVR) to route incoming calls effectively and boost the efficiency of your call centre.
3. Train by Example
When a call goes well, use the recording of it as an example to the rest of the team. This helps reward good call handling and motivates others to achieve the same levels of proficiency.
4. Empower Your Agents
Thanks to the latest technology, it’s not hard to route calls correctly. But once they take a call, your agents need to be handle it effectively. This means that systems must provide them with all the data they need to handle the customer’s query effectively.
5. Allow Flexible Working
Using wholesale AZ VOIP termination from suppliers like https://www.idtexpress.com means that call centre workers needn’t actually be in a call centre. They are able to work from anywhere but still access your business phone system. Allowing staff to work from home can boost productivity and effectiveness. For this to work well, you still need to set goals and make sure staff know what they are expected to do.
6. The Personal Touch
As a call centre manager, don’t forget that other areas of the business outside your control have an impact on your call centre’s effectiveness. The managers who run these other departments are people too, so take the time to build a relationship with them. An informal discussion over a cup of coffee can often be more effective than holding formal meetings, allowing you to talk over areas of concern.