How To Take Control Of Your Call Center

Study after study has shown how much value customers place on service

, and yet too many organizations treat their call centers as an afterthought. Don't just leave the customer service component of your business to fend for itself. Aggressive management makes life better for everyone involved.

Better for Customers

A business without a management plan is like an intersection with no traffic lights or stop signs. When traffic is light, things operate smoothly. But as soon as the area gets busy, traffic grinds to a halt, tempers fly and the situation quickly become unmanageable.

Don't let your customers see your customer service as a traffic jam. We live in an information age and there is no reason that managers and customer service representatives shouldn't be able to see at an instant how calls are flowing. Call-center reporting technologies allow managers to anticipate and prepare for increases in call volume. As volume rises, they can put backup representative on the phone before traffic reaches a critical level. Customers no longer have to tolerate long hold times and will appreciate prompt response to their inquiries.

Better for Call Center Staff

This type of work can be very stressful. Not only are representatives required to take a seemingly endless barrage of phone calls, but they have to take abuse from callers angry about long hold times. This leads to high turnover, which in turn means a large percentage of inexperienced staff which just compounds the problem.

Efficient management means shorter hold times and fewer angry customers, thus reducing stress on employees. When staff has access to reporting displays, they no longer feel overwhelmed. They can see the ebb and flow of traffic, preparing themselves for impending high call volumes. When call traffic is high, staff can be alerted when volume starts trending down so they can see the light at the end of the tunnel.

Better for the Company

A solid call center management plan is an investment in the organization's future. This investment quickly pays for itself in many ways.

Happier customers will bring more business to the company. They will tell their friends about their positive experience, leading to more customers in the future. While customer satisfaction is hard to measure accurately, it is a vital component of a successful business.

Lower turnover means reduced training and hiring costs. Happier employees are more productive and take fewer sick days. High morale in your call center helps boost morale throughout the organization and a well run call center can be the heart of soaring company spirit.

Running a call center is more than simply putting people on phones. Don't ignore vital customer service functions. Take control of your call center, improve service and see your organization's profits go sky high.

by: Christine Harrell

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