Businesses with call centers need to balance customer satisfaction and employee empowerment, so customers are happy and employees have the tools they need to do their jobs effectively. Call center management is what helps companies strike that balance by helping improve the right business operations and communications. Some of the key operations that are included in call center management are:
The call center management focuses on these daily operations that help supervisors develop, implement, and streamline customer and agent interactions in both inbound and outbound communications.
An outbound call center is when the call center agent reaches out to a customer initially. For example, the agent might call about a new product or service available that could interest the customer or may be interested in acquiring feedback about a recent experience. When the agent calls, they’ll make their goals known to the customer early on, so the customer can decide what action to take.
Call centers can handle both outbound and inbound communication. Some call centers also choose to separate both the inbound and outbound workforces. However the company structure looks, call center management can help optimize the way the call center runs and the success of customer and agent interactions.
Call centers can be an important part of your business, and they can help provide key benefits to your company. Key benefits of a call center include:
Once you choose your candidates for a job, it is important to give them the tools they need to succeed and to provide a positive experience for your customers and potential customers. Having a thorough training and onboarding process can help your agents develop good habits for handling calls from the start and can provide them with a thorough understanding of their resources and responsibilities.
After training, agents should feel better prepared to handle a variety of customer calls. These training sessions can also be a place for you to help strengthen employee weaknesses early on and potentially mitigate any hiring mistakes.
Without proper scheduling in place, working at a call center can quickly become overwhelming. This especially holds true in small call centers where there are too few employees to handle the workload and to dedicate time for high quality calls. Proper scheduling can help make workloads manageable and keep your agents from feeling overwhelmed.
Proper scheduling needs to include breaks for your employees to recharge and sufficient time in between shifts to avoid feeling overworked. Creating an effective schedule includes balancing peak hours, agent abilities, agent availability, breaks, time between shifts, and other similar considerations.
While call center metrics are valuable, they don’t show the whole picture. The missing piece is customer feedback and response. Successful call centers have a strong understanding of their customers, and they gain this with customer feedback. The goal of feedback is to allow you to hear the voice of your customers and to know what they really need and value.
You can gather customer feedback through reviews and opinions. But it’s also powerful to ask customers directly for feedback. Surveys—on the phone, through email, or via social media—can be an excellent way to gather customer feedback.
Managing your call center requires investing in technology that provides your team with the right tools to succeed. Your agents could be the top in the industry, but if they don’t have technology that can help them make successful calls and complement their own skill sets, it can be difficult to create the environment you want.
The right technology will depend on your call center and your company needs, but most companies need technology to make calls, manage scheduling, and to perform call center management.
First call resolution rates tell you how many problems were resolved on the first phone call. This metric can be valuable in determining effectiveness because it shows that customers were able to find an effective solution quickly without having to turn to alternate channels of communication. There are two ways to measure FCR:
A call center manager oversees the center, evaluates customer needs, determines performance standards, and identifies areas to improve customer experience. Some of the primary responsibilities of the manager include:
A call center supervisor monitors, trains, and supports agents and helps them with customer interactions. They carry out the manager’s strategies. Their key responsibilities include:
A call center agent is the representative on the call who speaks to customers and helps them resolve problems. They carry out all instructions from supervisors and managers, and they are the front line of the call center. Some key agent responsibilities include:
Call centers are dynamic and powerful resources for a company. Effectively managing a call center helps optimize the customer experience and employee empowerment. To optimize your call center management and to improve your customer experience, trust ServiceNow.
ServiceNow Customer Service Management (CSM) uses the power and connectivity of the award-winning Now Platform® to automate requests, provides agents with a single workspace and tools to resolve issues faster, —so you can provide an effortless experience for your customers. CSM is designed to help businesses reduce costs while delivering seamless customer service expereinces.
Take control of the call center management process and give customers the easy, personalized interactions they need from your call center. Learn more about Customer Service Management from ServiceNow and help your new customers find success with your call center.