Almost everyone has heard of the term call center;
however, very few people understand how a call center works. Here is a quick
guide to call centers and how they work:
Business
Model
Every call center should have a business model. It
helps the call center to identify its goals and missions. Here are the basic
components of a business model.
Mission
The mission states how the call center will help
the company achieve its goals. It also specifies what the company expects from
the call center.
Business
goals
They include both short term and midterm goals that
the call center wants to achieve. They also define what the organization wants
from the call center.
Performance
drivers
These are the processes, behaviors and tools which
help the call center to meet the expectations of the company. Performance
drivers are usually measurable.
Tech Tools
In order to run a call center you need several
technical tools. Have you heard the terms IVR, VoIP, CRM and ACD? These are some
of the tools and technology that modern call centers use to carry out their
operation. There are several others, too. Here is a list of them.
·
Telephone network
·
Automatic call distributor system
·
Data network/Internet
·
Predictive dialer
·
Interactive voice response system
·
Web applications like email and online chat
·
Computer workstations
·
CRM (Customer Relationship Management) systems
like scripting, customer analytics and billing tools.
·
Computer-telephony integration software and hardware
·
Knowledge base
·
Workforce management software
·
Agent performance dashboard
·
Data warehouse
·
Call-recording equipment
·
VoIP communications technology
The call
center team
The call center may have the most sophisticated
tools in the world. It still needs efficient people to bring it to life.
The call center employs many people and they have
several different roles to perform. For example, in every call center, there
are agents, supervisors, business analysts and managers. Here is a quick
overview of their roles.
Roles of
call center employees
Senior
manager
The senior manager is responsible for establishing
the vision and mission of the call center. The annual goals for the call center
are set by the senior manager.
Call center
manager
The call center manager works with the senior
manager and formulates polices which help the call center accomplish its goals.
The call center manager also identifies the
performance drivers that have a direct or indirect impact on the business goals
of the call center. S/he is also entrusted with the duty of assigning key roles
to other employees. Other duties of the call center manager include creating a
culture which supports the call center mission.
Resource
analyst
The job of a resource analyst is to predict
customer demand and identify the resources necessary to meet it.
Reporting
analyst
The reporting analyst is the person who provides
statistical feedback on key performance drivers and business goals. They also
have a responsibility to conduct analysis and identify ways to improve the
performance and results of the call center.
Network
analyst
They recommend the tools required to improve
performance. They also have a responsibility to ensure that these tools work
properly.
Agent performance team includes the recruiter, team
leader, trainer, and quality analyst.
The agents are the people who handle customer
contacts. The recruiter recruits agents. The trainer imparts the required
training. The team leader shows the agents how they should perform. The quality
analyst gives feedback.
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