Managing a call center takes more effort and hard work than just staffing phone lines with agents. In order to effectively run a call center, you have to motivate your team, take charge, and stay up-to-date on the latest technology in your industry.
And you need the right combination of skills in order to prioritize, think strategically, and foster a healthy and positive work environment — all while meeting tough targets under a tight budget. The job can be quite overwhelming, but to help ease your stress and reach call center success faster, here’s a handy list of management tips.
Utilize efficient software
Streamlining your call center’s software is one of the best ways to not only improve the customer experience, but also make your center’s processes more efficient.
Using omnichannel software unifies the user’s experience across all channels: chat, email, and calls. Using this kind of service negates a customer having to repeat themselves when talking to an agent, since each new representative has access to a detailed report of the customer’s circumstances and information.
This software makes the interaction between agents and customers smoother. Customers have clamored for a unified service like omnichannel for years, but not enough companies are using it. And according to a survey conducted by Aspect Software, companies who employ omnichannel strategies have 91 percent better customer retention rates than businesses who don’t.
Use data to inform your decision-making
Analytics software helps keep track of customer feedback, hold time, successful outcome of calls, number of calls coming in, and other usage statistics. These metrics better inform you as a manager when making business decisions. Understanding how productive and successful your operations are can help you better address issues and refine services.
Provide constant training
Hiring the best candidates is just one part of ensuring successful operations. But you also need to implement a thorough onboarding process so new employees avoid mistakes and high standards are set.
Providing consistent feedback and training for your employees is crucial as well to boost performance and customer service skills. Make sure training and education is relevant and immediate to the current situation. Offering constructive feedback can help enhance an employee’s development without depleting their morale.
Employee turnover at call centers is a regular occurence. To help mitigate that, assign smaller responsibilities to your employees to make them feel needed and empowered. Creating a company culture where everyone feels like they have an important role is vital for reducing turnover rates. Plus, it helps you free up space in your schedule to deal with bigger, more time-consuming tasks.
Investing in the right technology can help your business run faster and smoother. A plethora of technologies are available that can assist in making call center management easier.
Predictive dialing systems can dial lists of telephone numbers and then connect answered calls to agents. Using predictive dialer software for call center will speed up agents’ productivity by scrapping the time it takes for sales representatives to manually call someone.
Spending on artificial intelligence (AI) has skyrocketed in recent years. And with 76 percent of consumers saying they want the option to interact with digital platforms, the future of AI is definitely upon us. AI is certainly beneficial for consumers by assisting them with small tasks and identifying problems with the help of chatbots.
And AI can help agents better assist customers using natural language processing technology. If a customer mentions “Toyota cars,” AI will automatically populate nearby Toyota dealerships on the agent’s screen for the agent to pass on to the caller. Technological advances like these will make communication between customer and sales representative that much swifter, and your job as manager that much easier.