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Increase Call Center Performance

With an exponential advancement and growing competition in the marketplace, it has made it highly imperative for almost each and every

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Increase Call Center Performance

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  1. Increase Call Center Performance

  2. How to Optimize Call Center Performance With an exponential advancement and growing competition in the marketplace, it has made it highly imperative for almost each and every organization to have customer-facing support that delivers sales and technical support services via telephone, online chat, social tools, fax and other means of communications. Undeniably these services need to be of higher standards so that you are able to meet the requirements of your clients beyond what they ever have expected.

  3. Enhance performance-level It becomes utmost important for the businesses to keep a close check and generate report depending upon variety of metrics and key performance indicators to evaluate call center services efficiency and decide on how to optimize the overall call center performance while at the same time firmly managing costs. Here are some measures that you can employ to enhance overall performance-level of your call center:

  4. Here are some measures that you can employ to enhance overall performance-level of your call center: • Measure Information • Categorize the calls applicably • Use Skill-Based Routing • Staff based on volume • Record and Evaluation • Keep posted through periodic training • Exhibition of Call Status Conspicuously

  5. Measure Information From business point of view, information holds a paramount significance. Hence, it is wise on your part to keep a detailed or comprehensive database of each and every call, i.e. what time it arrived, how long it took to answer the same call, how long it lasted. the name of the agent who responded to it, how many times it was transferred to the other agent along with the name of the agent, and the classification of the call. It is also imperative to evaluate and measure quality of each and every call. There are many call centers that are very much particular in regards to the throughput metrics and mostly turn a blind eye towards how their agents respond to the phone calls, which is not a good sign. They must use latest tools and techniques to measure the call quality as well.

  6. Categorize the calls applicably There will always be some kind of “jumbled” bucket in the database for calls that usually doesn’t fall into one of the prearranged classifications. Ensure that your Customer Service Representatives (CSRs) make virtuous follow-ups on all calls, but specifically the jumbled ones; later you can use these follow-ups to ascertain whether any new classification is required to be created or not. Always bear this in mind that calls in different classifications will be requiring different time duration for handling the issues.

  7. Use Skill-Based Routing Once you are done with the formation of classification, it will make it easier for you to route different types of calls to the CSR pool most passably trained to handle them. This will lessen the amount of time taken to handle individual calls. Contingent on the magnitude of your call center, you might have hired sufficient staff which has been properly cross-trained in multiple categories.

  8. Record and Evaluation Make sure that you hire a team of highly efficient and experienced staff that can timely review the recorded conversations. These experts can help you in the improvement of the calls taken up by the agents, thereby identifying what went wrong or right during the call and what all needs to be improved on the calls. This will not only improve the call quality, but will also reinforce the faith of your target audience over your brand image.

  9. Keep posted through periodic training It will be highly beneficial if you keep your CSRs trained and up-to-date. Just conducting one training before they go live is just not sufficient.  It is utmost important that a regular training should be conducted by the process improvement specialists. One or two days of training should be conducted once or twice in each quarter depending on the time to time requirements of the process.

  10. Exhibition of Call Status Conspicuously Lastbut not the least, ensure that some data should be displayed i.e. statistics of the ongoing call so that the CSR's are able to see the same and accordingly improve or inculcate the desired changes, which will definitely improve the call performance. The key reason behind this aspect is based on the human psychology which states that the employees get encouraged and aspire to compete and win. People feel more rewarded when they see that they are improving day by day. You can click here for more information about call center services.

  11. Contact Us • Cyber Futuristics India Pvt LtdSDF Block G-13/14Noida Special Economic Zone (NSEZ)Phase II, Noida 201 305Ph: 1-800-212-2022 (Tollfree)Fax: +91-120-6667766E-mail: sales@cyfuture.com • Cyber Futuristics India Pvt LtdG1-227/228, H1 236-239,Export Promotion Industrial Park (EPIP)Sitapura Industrial Area, Jaipur -302 022Ph: 1-800-212-2022 (Tollfree)Fax: +91-141-2770425E-mail: sales@cyfuture.com

  12. Thank You  www.Go4Cutomer.in

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