The main focus of a quality call centre is to provide excellent customer care to retain clients.
There are many different aspects of running a quality customer service call centre. It all begins with the operations manager, or call centre manager, who is responsible for the call centre and all outside contacts.
The operations manager will usually decide how much time is spent to train customer service agents and management teams which will set the tone for the quality of customer service offered to customers.
The shift supervisor is the person that communicates between the operations manager and the team managers. They will produce reports and make sure all team managers report directly to them in regards to problems with attendance, call times, and customer satisfaction rates.
Team managers spend their time on the call floor, always coaching their customer service agents to ensure that agents are comfortable and in a positive frame of mind while at work. Essentially, a big part of a team manager’s job is to be a cheerleader.
Quality assurance is monitored within a call centre, to ensure customers are receiving the best possible experience when calling in. The quality department is there to make sure customers are receiving the correct information and that they are treated with respect.
Without an IT team, the call centre simply cannot run. They are the ones who keep the equipment, including the phones and computers, running smoothly so calls can be answered in a timely fashion.
A customer service agent is what makes a company. Without them, there is nothing to operate, as they are the ones who are relied on to represent the company and take care of any customer contacting the company.
There is a lot of responsibility for an agent to deal with on a daily basis as far as keeping within their policy and procedure guidelines while sometimes dealing with irate customers and still keeping a smile on their face.
To lessen the turnover of customer service agents in a company all departments must operate effectively with each other to provide the agent with essential needs such as support and ongoing training.
Training is an important aspect of running a quality call centre, as customer service agents will not appropriately represent a company without it, which will mean that the agent cannot deliver great service to the customer.
Tuesday, September 2, 2008
Running A Quality Call Centre
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2 comments:
“The main focus of a quality call centre is to provide excellent customer care to retain clients.” – This is so true. First thing to do is to focus on the customer. Run the call centre the way the customers would want you to, not the way you are used to, or in a way you think is best. Humans are normally scared of change. Teach them to live by the customers’ needs. I hear employees saying; “I do not think this is a good change!” – For who? I say. Is this a good change for the customer? “Yes” – Well then we will do it.
Thank you for your comment.
It would be great if all call centres had that focus then caring for the customer would really mean customer care.
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