As the call centers have appeared not so long ago, nowadays it is very hard to find people with the right qualities and experience to work in this field. But if you need to hire people that are experienced in managing large-scale telephone agent operations, the only way out would be to hire a person that has single-service function experience for that job. Try to choose energetic people that would be able to learn fast.
There are call centers of different shapes and sizes. Some companies maintain centralized, run large operations with a lot of trunk lines and groups of agents, and the others can keep the call center consisting of a couple of employees.
A fresh innovation is the virtual call center consisting of agents and groups dispersed throughout the company, each handling only those calls that belong to their definite function. Otherwise, a call center might concentrate on the work of one department, channeling the incoming calls into its own integrated or Centrex ACD switch from the main ACD system that works for the whole company.
To choose the right methodology for each particular call center first you should consider if your call center serves the objectives determined for it. If the answer is “yes” then you’re going the right way.
Call centers are very popular nowadays because their work is closely connected to profits. Almost always the call centers are involved directly or indirectly to sales and marketing.
If you have just started up your call center the first thing to consider should be your immediate or near-term goals. When you determined your goals, the attention of management can concentrate on achieving them. Remember, that the call center is just like any other organism and that it will change according to the tasks defined for it. Since the call centers are new in companies, their potential is still being discovered.
Companies that run activities similar to the call center’s (help desks, a trouble ticket center, the dispatch desk) start thinking about creating a call center. Often the call centers are started up independently as a reaction to corporate growth and acquisition policies that relate to new product lines the requirements to which are not quite traditional.