One of your biggest challenges in adding successful call center services to your operations is setting up the facility. There’s a lot of upfront time and capital investment in the set-up of the physical space for your facility. Even if you already have a contact center, it could be failing because you didn’t know how to set up a successful contact center in the first place. At GCS, some of the common problems we see are choosing the wrong location, building a facility that is too small, and picking the wrong combination of technology to balance the needs of your customers and your organization.
Outsourcing your call center could be the smartest decision you ever make, but only if you take the time to plan it out. While your call center outsourcing vendor will handle most of the legwork for you, there are certain variables that you as a company should decide upon first. It is important that you have a framework of a call center staffing plan that fits your business needs today while setting you up for success tomorrow. After all, it is your business on the line and only you know the objectives you want your customer service operations to have.
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Call center staffing is critical to the success of your contact center. Whether you are hiring for inbound customer service or outbound sales, people make the difference. They impact the customer experience; they also impact your company budget. By how much will depend on the way you chose to structure your call center operations.
When asked “Who was the most influential person in your life growing up?” the most common answers (after “my mom” or “my dad”) are usually a teacher or a coach. At GCS, we refer to the most influential people in our CMRs’ business lives as Supervisors but, aren’t they really teachers or coaches? They work daily with CMRs on presentation skills, right? At GCS, we are changing the titles for “the most influential people in our company.
Afro-american businesswoman using headset in the office