Contact Center: the customer always at the center of the strategy
Customer service is fundamental to the success of any organization. The customer, who should always...
If your call center productivity is struggling to take off and you are looking for a way to optimize it, you are in the right place. In this article, how to improve call center activity wisely and without spending excessive amounts will be explained. First of all, you need to understand why your inbound call center business is not working and the factors that slow down its growth.
How to open a thriving call center? You need to identify the KPIs (Key Performance Indicators) firstly, which are the indicators that act as a sounding board for your performances. Using these indicators, you can measure the productivity level of your company, identify critical issues, and make the necessary corrections.
We Are Fiber supports you with advanced instruments and software, to give new impetus to your call center activity. Click here to know the services offered by our company for small and medium-sized enterprises.
The multi-channel dimension of the call center
In general, the call center is perceived as a workstation where operators answer customer calls. This is undoubtedly the case, but this concept must be extended to a multi-channel perspective. In practice, the operator, in addition to answering calls, must also manage chats, messages, emails, and possibly social networks.
It might seem like a titanic enterprise, but in reality, thanks to modern software operators, all customer requests on various channels can be managed with great ease. A more organized and structured management of the activity is therefore guaranteed, improving productivity and providing a clear and transparent response to customers, for the benefit of the reliability and professionalism of the company.
What is the average management time?
For a successful inbound call center it is important to understand the concept of average management time, also known by the acronym AHT (Average Handling Time). The average management time includes the phase of telephone conversation with the customer, and that is necessary to draw up a report on the call. Never as in this case, is the saying "time is money" more relevant since the number of calls to be managed can be very large, and therefore it is necessary to answer and resolve any doubts and problems quickly.
We Are Fiber has modern, easy-to-use software that lowers call handling times and improves overall call center productivity.
Customer satisfaction
The customer is the fulcrum around which all the call center activity revolves. The customer’s satisfaction is the yardstick to understand if your telephone support service works or not. In this regard, surveys are recommended using the Likert scale, which uses a score ranging from 1 to 5.
The CSAT (Customer Satisfaction Score) indicator, which precisely measures customer satisfaction, is closely linked to the FCR (First Call Resolution), i.e. the operator's ability to solve the customer's problem right from the first contact. In this case, it is expected immediately after checking the degree of customer satisfaction.
It is one of the most appreciated indicators by companies since it optimizes productivity and improves customer satisfaction
In addition to solving problems quickly (therefore operators must be adequately trained), it is also advisable to lower the waiting time for customers for excellent user experience. The two things are closely interconnected: the faster the time to resolve critical issues, the greater the operators available, and consequently, the shorter the wait for customers.
Opening a call center in Albania is convenient: that's why
We Are Fiber has several call centers in Albania, an increasingly convenient solution both from an economic and logistical point of view.
Undoubtedly the main advantage is represented by the lower cost of labor; therefore, delocalization is a trendy solution among companies. The salary, although lower, is calibrated on the cost of living, and in fact, many Albanian students decide to work as telephone operators by reconciling the activity with their studies.
How to open a call center: useful tips
If you don't have a call center yet and you have to start from scratch, you need to carefully evaluate some aspects. Do you have a small company and a limited budget? Then it is recommended you begin with a 3-station call center, and then expand it later if your business starts to take off.
Telephone operators must be chosen carefully, favoring those who are familiar with modern technologies, but also capable of relating to the public and with excellent problem-solving skills. We advise you to draw up an articulated business plan, keeping costs and revenues under control to carefully choose future strategies.
For all these operations you can contact We Are Fiber, the right partner for companies that want to differentiate themselves from their competitors in style.
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