Call Center Services: Process Management

Call Center Services: Process Management

Call Center Services: Process Management

Process management is the key to call center success. This is the mantra that has been adopted by many call centers across the world. Clients are aware of the advantages of process management. In a way, the process management comes across in different aspects of telemarketing services. It makes itself felt in the cost factor, in the management of the manpower and also in the technology use. The management has a vital role to play in the streamlining of the different departments of the BPO. They have to align them in one platform so that they can be studied closely. The interdependence of the key functions like lead generation and telemarketing on each other, coupled with the role of the customer service, is important to develop the right kind of process management.

Tracking the call center reports and monitoring the calls is not the end of process management. Rather, it's the beginning. The modern BPO uses process management metrics not just to find out the number of leads that they are getting or the cost per call. They are also trying to track other non-tangible aspects of call center services. Customer satisfaction is one of them. Anyone involved with business process outsourcing would know that customer care is the weakest link in the whole process. Customers and clients often complain about this department. Yet, when it comes to management here, the only thing that is predominantly done is to monitor the calls. There's so much more that can be done to bolster the department.

You can use process management tools to find out why the customers are complaining or what their cause for dissatisfaction is. You can listen in on the incoming calls and look for reasons. Assemble your whole inbound call center team and listen to the conversations together. Don't point fingers at the agent who has taken the call. Try to learn from the mistakes committed and note the positives for future reference. Chalk out some time every week when the telemarketing team can come together and discuss their work for the week. Encourage the call center agents to speak about certain cases where they had to deviate from the main course to generate leads or solve problems. Create that healthy work atmosphere where agents can share their blunders and achievements freely. Work toward creating a proactive work ambiance.

Use process management to seal the leaks in call center services. There will be areas where you need to upgrade the BPO technology. There will be points where you need the outbound call center agents to interact more with the buyers. And the most important aspect of a modern day call center is innovation. Are you creating enough ground for innovation? Thinking out of the box is important for telemarketing services. When you do that, you surprise the prospective customers pleasantly. You also get yourself noticed. When they notice your brand, they want to know more about you. Process management can be instrumental in coordinating the different faces of BPO service.

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