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Start improving your call centre performance

There is always going to be hundreds of challenges when you are managing a busy call centre. From HR to technical capabilities such as software integrations. Where do you start? In this article we are going to cover three problems that are constantly coming up. These issues need to be addressed no matter if you are a 24/7 call centre outsourcer and are providing inbound and outbound call handling services or an in-house call centre within an SME or a global conglomerate.

Building success is not that easy; it takes time to identify the processes that works for your call centre. We all know that cultures can be different from call centre to call centre so it is important that you align you strategies with your contact centre’s core goals. Ask yourself – where do you want to be in 3 years’ time and what do you need to do to get there?

The first issue for a call centre is: High staff turnover. This issue is very important as you can appreciate the staff is your biggest asset especially in this industry. It is important to invest in your staff by incorporating a retention programme and career plan.

The second problem is: poor first call resolution. The first step to achieve customer satisfaction is successful first call resolution. Make sure you can help that customer right there & now. Be prepared by thinking outside the box and what the customer might ask you.

The third issue is technology integration: As technology is moving forward so must we. It is important to have the right tools in place in order to provide multi-channel services and support. Be careful though, as agents often find it hard to tackle different software – make sure you have a good training programme in place to improve agents’ efficiency and knowledge.

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