Being a customer service agent can be hard work. While helping customers all day is not often a hard task, it does take a special person to do it well. While many customers your agents encounter in a given day are simply looking for information, others will have a problem or an issue that needs to be resolved. Your agents need to have the personality and training to be the customer advocate. They need to be able to remain calm in the face of conflict, empathetic in the face of anger, and friendly even when your customers aren’t making it easy. Choosing the right people to work on your behalf is essential – but it’s not the only challenge.
Building a successful business takes more than a good business idea. You need to have the right people to support your vision, execute your plans, and work with your customers. The problem arises when you know you need to fill specific roles, but you do not know enough about the job function to make a good hire. That disconnect can cost you, big.
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Call center management can be complicated. We approach it as an upside-down organization chart. The Agent is the most important person because they have direct contact with the customer. They will do the most to impact your brand with the customer. Meanwhile, the Supervisor is the most influential person because they influence the performance of the Agent on a daily basis. Their style and approach provides a safe environment for the Agent to connect with the customer. Depending on the program, a supervisor manages between 7 and 15 agents under their care. hey need to manage, support, coach, and supervise their team. They are responsible for achieving the performance that delivers the Service Levels required by the customer. Our process and procedures are there to provide the path for success and ensure we get a consistent result with each customer engagement.
The decision to outsource your contact center is not one that you as a company should ever take lightly. It is a major decision – after all, you are trusting a part of your business and its operations to another company. Your contact center is often the first line of communications your business has with first-time buyers and customers who have had an issue with your products or services. Choose the wrong call center outsourcing company and it could miss the opportunity to grow your relationship and reputation with your customers.
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.
Deciding to outsource your call center activities is a smart way to keep your focus on what really matters – running your business! But, it only works if you choose the right vendor. If you aren’t careful, you could end up with more headaches than the outsourcing is worth. In this article, we will share the call center outsourcing best practices that lead to the most successful contact center projects. We will also go over a few red flags to look out for at the beginning of a project as well. Taken together, they can help keep your outsourcing project on the right path.