Each of our clients is unique, so it makes sense that we would have our own set of “uniquenesses.” We often hear our approach to People, Process and Technology is different from other BPOs.
Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront.
The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.
One of the most effective ways to determine how your call center’s performance stacks up against other providers in your industry is to track call center KPIs. Many enterprises are satisfied when their call center meets goals that are set internally, and that works to a point. But, the picture can get less than rosy when goals achieved in a vacuum are compared to companies who benchmark against call center industry standards.
When it comes to contact centers, typically labor costs are your most significant expense. You have to get the number of agents right or suffer the consequences. You will erode your profit margins or overspend if you have too many agents scheduled. On the flip side, customer satisfaction could suffer if you don’t have enough people to answer the phones. That leads to lost customers and a dinged reputation. To provide a consistent level of service, many companies go through “right-sizing” to become appropriately staffed. (You may also need to look at which call center model is best for you)
Disasters happen. That’s why there are Disaster Recovery plans. At GCS, we have Disaster Recovery, but we first take the approach of Disaster Avoidance. By understanding why disasters happen, you can build process and systems to prevent them from ever having an impact on your center performance.
Setting up a call center or reconfiguring an existing call center can be as simple as installing phone systems and cubicles in whatever configuration fits in your space, but that won’t get your company the results it wants. The only way you can make your contact center successful is to set it up from a process AND design standpoint. The thing is, call centers are all about the people that work IN them. Ideally, you need a facility that is as functional as it is pleasant. A well-designed call center will inspire your agents to do their best work and help them get there with the right technology and functionality. It also needs to be a place where they feel safe. And it needs to be clean. Of course, all of that is easier said than done. In this article, we will highlight some of our best practices, so you can understand how GCS designs call center process and flow for success. Let’s get started.