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)
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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.
We speak with a lot of people whose core business is NOT contact centers and they often struggle because they don’t quite know enough to understand what information they are lacking? Or, maybe they have an idea that something is wrong, a process could be better, their team could do more? In all cases they are ready to make a change, but they aren’t sure where to start.
Thinking about outsourcing your contact center? Here’s everything you need to consider before you start the process. At GCS, we help companies like yours set up call center outsourcing every day. Sometimes, these businesses are growing too fast for them to scale their customer service needs to meet the demand. Other times, they have had a contact center provider in place, but they worried that they were not getting their money’s worth or they were unhappy with the level of customer care. Sometimes they are looking to control or reduce cost with better management and technology. Whatever the case may be, your first priority in contact center outsourcing is to find a vendor that can meet your parameters. Let’s look at these considerations in turn.