Not all businesses require the use of a call center. However, the existence of call centers can make a profound difference in how customers view a business. It is this line of direct communication that encourages consumers to have faith in a particular brand.
A call center supports the business by improving customer service and relations. According to some statistics, companies focused on a superior customer experience increase revenues by as much as 15 percent. Providing excellent customer service is therefore imperative to call centers.
Proper customer service depends on agents’ continuous improvement and development. Other call center improvement strategies include the optimization of call center processes and the implementation of particular technological solutions.
Call Center Efficiency Assessment
Not all call centers operate in the same manner. Consequently, individual call centers may face a number of different challenges. An efficiency assessment is necessary to define particular issues that need to be dealt with in order to improve call center efficiency.
A properly conducted call center assessment includes the analyses of agent performance, procedures and processes, as well as the existing call center technology.
During an assessment, key performance indicators help identify areas of the call center that require adjustment. These indicators include:
- Call Resolution
the percentage of calls that can be handled by agents;
- Call Blocking
how often a caller is met with a busy signal;
- Queue Time of Callers
how long a caller waits before an agent is available;
- Workload After Call
what kind of workload agents have after a call;
- Response Time
how often calls are answered within a certain amount of time;
- Call Abandonment
how often callers hang up before speaking with a live agent;
- Rate of Employee Turnover
the average employee turnover rate of the call center;
- Average Time to Answer Calls
the average length of time for a call to be addressed by an agent;
- Handling Time of Callers
how long an agent speaks with each individual caller;
- Employee Work Schedule
whether agents work their assigned schedules on a regular basis.
By examining all of the above points, call center experts gather data that enable them to develop customized steps and strategies for improvement.
Call Monitoring Services
Monitoring calls provides an invaluable insights into agent performance and call center efficiency. It may be one of the most vital parts of the call center assessment as those handling the calls are directly responsible for customer service.
Monitoring services may include multi-channel monitoring. Blogs forums and social media can be incorporated into the monitoring process as callers often take to the Internet to share their experiences.
Collecting data for a proper assessment goes beyond speech analysis and call flow. However, these are still two important aspects to consider. Elements like acoustic volume, inflections, hesitations, laughter and even sighs are all part of the agent monitoring process. Even an emotional status can be a measurable component when interacting with a caller.
In general, monitoring services and softwares involve three key aspects: measurement, analysis and feedback. These three points provide metrics that serve to identify any performance challenges. Assessors can address these problem areas and develop a customized plan for improving both agent performance and call center efficiency.
The importance of call monitoring lies in the fact that it offers both overview of existing challenges and the opportunity for some on-the-spot improvements.
Call Center Consulting and Training
Consulting involves more than merely pointing out trouble areas. It also includes developing call guides and contextualized action plans. Following outlined strategies leads to greater agent performance and call center improvements, resulting in a more positive customer experience.
Employees dictate the success of virtually any business. Poor agent performance affects the company as a whole. Proper training can give agents the tools necessary to address the needs of customers while representing the organization in a positive manner.
Agent training needs to be customized for individual cases in order to focus on specific challenges of an individual business. This form of education involves development of interpersonal skills as well as emotional intelligence. Expanding knowledge regarding products, services and branding is another a requisite for success through training.
Successful agent training leads to competent and confident agents able to deliver exceptional customer service.
Call Center Technology Solutions
Call center technology cannot replace agents; rather, it serves to assist employees in delivering exceptional customer service. Devices, hardware and software should be utilized to enable the delivery of superior customer service.
Interactive voice response, or IVR, is a common call center technology allowing computer systems to interact with human callers. Other technology solutions include web-based monitoring as well as digital call recording.
Call center technology can go beyond the phone systems and networking capabilities of the facility. Applications such as click-to-call and click-to-chat implemented on websites can vastly improve business practices. In fact, studies show that these forms of technology may have more than a 140 percent return on the investment. Call buttons are placed on a website which allows visitors to connect to a specific phone number. Because of the advancements in mobile technology, these online tools are quickly becoming a necessity in call and contact centers.
To sum up, when it comes to delivering a strong call center platform, a proper assessment is needed. The assessment serves to analyze a number of elements ranging from agents performance to the type of technology that is ideal for each individual situation. The assessment leads to the creation of customized plans and training programs. The training is just as crucial as technology to provide the superior service that consumers are looking for today.
Understanding that a call center plays an important role in the business dynamic, we dedicate our services to improve your call and contact center efficiency. We deliver a diligent assessment in order to identify areas within your call center processes that may need improvement. By examining how your facility functions as a whole, we can customize a program that is right for your needs and offer individualized agent training sessions. As a result, your staff will acquire the skills necessary to deliver exceptional customer service.