Every so often it’s a good idea to go back to basics: what is it that makes a call center successful, and what are the goals that should be strived for in the New Year?
Here are some of the factors to consider.
Key Performance Indicators
Track them – not sometime but all the time. It’s a tough job without a workforce management (WFM) solution, but with WFM the appropriate data is automatically collected and delivered so you always know how you’re doing. There are several KPIs – the most important to watch are how quickly calls are answered (less than 20 seconds is a good benchmark), average handle time, and lost calls.
Many companies have outsourced their call center operations, but several of them have reversed course after too many customer complaints about agents that could not be clearly understood. When someone calls a U.S.-based business, they expect to speak to someone who is proficient in English. If you encounter agent applicants without this trait who are otherwise qualified (smart, courteous, understanding), your call center can still use their skills on another communication channel, such as email or online chat.
How specific do you want your script? Some call centers give agents word-for-word opens, closes and question responses, while others set a more general tone and allow agents the freedom to engage in conversation. The latter is generally considered the better option, but you’ll need agents you can trust to make it work.
As referenced earlier, a workforce management solution makes everything more efficient. But if you installed one several years ago, it might be time for an upgrade. Each new WFM product adds additional capabilities, improves existing functionality, and corrects issues with previous versions. With traditional software, these upgrades can also be expensive, which is why many companies delay implementation. But call centers that get their WFM in the cloud will always be on the most recent version, as it is automatically installed at no additional cost.