|Refinements of Call Centers|
|Customer calls make a big problem for many companies, as they try to overcome the break between efficient automation and personalized service. But that doesn't always result more satisfied customers. Pushing a lot of buttons to get information you need doesn't usually build good will. Call center manager is obliged to search the ways to optimize the work of his subordinates. |
There are many refinements to the basic call centre model. Each refinement increases the effectiveness of the call centre allowing to make better decisions involving marketing communications and service.
We offer to your attention some examples of call centre refinements:
• Predictive Dialing – Computer software try to foresee the time needed for an agent to help a caller. The software begins to dial another customer before the agent has finished the previous call. This was devised for the reason that not every call will be successfully connected (for example busy or not answered calls) and also because of the time it takes to make the call (generally about 20 seconds before someone answers). Often, predictive dialers will dial more callers than there are agents, depending that not every call will be answered. When the call is answered and no agent is free, it is held in a queue for a while. When still no agent has become available, the call is hung up and ranked as a negative call. The next time the client is called an agent will be especially held for this caller.
• Multi-Skilled Staff – In each call centre, there are employees that are more skilled in areas than others. An 'Interactive Voice Response' (IVR) Unit can be in use to help the caller to choose the reason for his own cause. Management software, known as an Automatic Call Distributor, must then be used to direct callers to the proper agent. Besides, it has been analyzed that a mix of common and expert agent can produce a good poise.
• Prioritization of Callers – Arrangement of callers in accordance with their priority is one of the central improvements. Emergency calls or callers that are second time trying to phone a call centre are examples of callers that could be given a higher priority.
• Automatic Number Identification – This devise helps agents to find out who is calling before they answer the call. Salutation a caller by name and getting his/her information in advance adds to the quality of service and helps reduce the talk time.
Additional issues for call centers
There are many other problems that must be solved when running a call center. Some of these issues are listed below:
• Call Center Noise Hazards;
• Planning for breakdown of call center tools;
• Need for flexibility in meal-times and washroom needs;
• Need for job variety and training;
• Job overtiredness and stress;
• Staff turnover (high attrition rates are common in the call centers).