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.
Call center workforce management is a helpful tool for scheduling and supervision. Thanks to the nature of the business and technology in general, call center managers have an unprecedented amount of information about their agents’ activities and the call volume they receive. This information can give them an opportunity to truly excel, but only if they are paying attention to the data.
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What do you think of when you hear the word “outsourcing”? Many of our clients tell us that while they knew that other companies outsourced some of their services to outside vendors, to them, the practice always seemed impersonal – until they got to know GCS.
The reach of technology seemingly extends everywhere these days, and the customer service industry is no different. As communication evolves and adapts to new technologies, GCS Agents provides an unbeatable combination of timely customer contact, unparalleled customer support and technology that works. Our team’s commitment to ensuring that every client and business that we work with experiences optimal results has made us a force to be reckoned with in the business services world. We are pleased that our efforts have been confirmed by our recent inclusion in Clutch’s 2019 report on the top B2B firms in New York City. It is a credit to our people to be recognized as one of the best call center companies in the city.
Call coaching is one of the most powerful tools in your call center operations management toolkit. You can take all the performance measurements and analytics you want, but if you aren’t actively coaching your staff to be better, you can’t be surprised when they miss the mark. Your agents will be more engaged and more effective when you take the time to help them improve, instead of demanding results and not explaining how to get there.
Managing a call center requires a solid knowledge of business management concepts, but it also takes something more. Call centers are like nothing else. They are high-volume and customer facing, and they have their own unique set of challenges because of that. To be effective, you need management that knows how to produce at elevated volumes while providing effective customer service. We call this “sanity” - doing the same thing over and over and expecting the SAME result. For each call, a personalized result. One million calls, one person at a time.