Operational excellence in the Call Center is
like organizing and managing a successful event. Knowing the correct
procedures of operations to excel and succeed to meet and exceed the
customer requirements, their retention is a key to achieving operating
organizational goals. By letting operational technologies unburden
routine tasks, the call centers are capable of assuming any type of call
campaigns at a lower cost.
Whether the need for reduced turnover, improved sales and service, or
address of training and development issues, the call centers deliver the
right tools to improve the quality of operations for the clients
and subsequent achievement of goals.
The essential features of call center operations include :
Organization design and staff planning
Assessing organizational and personnel needs
Defining functions and creating job descriptions
Training and coaching programs.
Call Centre Managers
Different criteria for hiring supervisors
Training recommendations
Roles and responsibilities of the Managers
Professional development for Managers
Customer service representatives (CSRs)
Qualities to look for in the CSRs while hiring them
Processes for developing CSR knowledge, skills and abilities
Measuring CSR performance
Quality Assurance Programs
Defining QA measurements
Developing measurement methodologies and processes
Improving the feedback process for CSRs
Future changes and recommendations in quality monitoring
Improvement initiatives
Changes with impact on call center efficiency
Overall ranking of improvement initiatives