No matter which industry you're in or how big your business is, there are certain factors all successful call centers have in common. As technology develops, the methods we use to communicate are changing ever-more rapidly. As such, it's more important than ever that you stay up-to-date with the latest advancements.
As consumers get used to old tactics, call center managers must keep finding fresh methods to help them engage as many people as possible.
Over the last decade, a wealth of tools and software has arrived to help call center professionals implement processes that always run smoothly. As with streamlining the workflow of a call center agent, reducing the number of manual tasks they have to do raises productivity and job satisfaction. The next revolution in call center management looks all-set to be technological.
5 Things All Good Call Centers Have In Common
Call center managers have been fine-tuning the telecommunications process for decades, but it's only in the last few years we've seen exponential growth. As consumers move towards a preference for self-service, agents have more time to spend on the phone with people who prefer the channel. Data and automation let us track clients, preempt their needs and avoid costly human errors. Let's have a detailed look at some of the most prominent features all successful call centers have in common.
1. Move With the Times
The number one trait all great call center leaders have in common is adaptability. When you're adaptable, and you keep a finger on the pulse of the latest trends, it's hard to go wrong. Every year, companies release new software, so you must know how to sift through the ephemera. When you find tools that can help you put clear-cut procedures in place and streamline workflow, you'll know you're onto a winner.
2. Understand the Value of Self Service
Any incoming queries that involve a repetitive transactional action, such as paying bills, should be the first things you consider for self-service. It's much more convenient for a customer to go through this process themselves as opposed to including one of your expensive call center agents in the proceeding. Of course, you must have an agent on hand in case the customer needs help or has a question, but you can save serious time and money by using self-service as much as possible.
When thinking about your customer experience strategy, it's vital that you make each stage as cost-effective but convenient for the end-user as possible. Self-service and automation are two of the best processes all excellent call centers use.
With automation, you no longer need to rely on call center agent's memories or note-taking abilities to remember key customer data. Call center software can give you all the information you need to provide a level of service you'd expect from a luxury brand. Following up leads, entering data and switching between lots of applications takes time. While it might only add up to a few minutes a day, it's hours across the year.
Plus, automation gives you time to add value to your business. From employee training to spending quality time on calls, every call center manager wishes there were more hours in the day.
4. Utilize Data
Data is the most useful tool a call center agent can have in the modern world. Not only does it help you to provide your target audience with stellar service, but it also lets you identify strengths and weaknesses across your entire operation. Real-time insights can help you to highlight trends, uncover patterns and make decisions based on hard facts instead of instinct and trust.
5. Retain Talent
When a team spends their day speaking to people and solving their problems, they need a boss who takes care of them. Great workers expect excellent work environments, and if you want to attract and retain the best call center talent, you need to be current. Modern employees are empowered, and they have the option to explore their options in secret via LinkedIn. If you're serious about retaining employees, you'll need to compete with the best call centers and utilize up to date tech.
Outdated vs. Modern Tools for Call Centers?
Whether a tool is outdated or not depends on your business goals. If you're not interested in growth and you're a traditional telephone-only call center with a core client base, you might not need to change. However, getting team leaders to spend time compiling reports and analyzing the results is a waste of time when software can do it faster and more efficiently. Free up their time for training and motivating the team, so you can get on with growing the business.
If you're looking to expand your reach and increase revenue, we'd recommend implementing some practical tools. Software can provide a central hub that includes data management, automation and campaign management in one place.
Signs You Need to Make Improvements in Your Call Center
If your call center is experiencing the following issues, it might be prudent to start making changes:
- High staff turnover
- Call waiting times are always long
- Calling customers who don't like to be called
- A reactive not proactive team
- Inconsistent productivity
- No reward programs
- Unreliable performance metrics
- Staff complain about a lack of training
Turn Your Call Center Into a Modern Contact Center
If growth is on your agenda, you can use software to harness the power of data and automate time-consuming manual tasks. To compete in the modern landscape, you'll need to consider becoming a fully-functional contact center.