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Go4customer Blog

An Insight on a Call Center

Posted by Sanjay Poddar

Literally, a call center is referred to as the “front door” to a business and is the platform where businesses initiate customer interactions, which is an attempt to market their products and services. Despite exponential growth of Internet usage, telephony remains the primary mode of communications in call centers across the globe. Several studies reveal that outsourcing industry is not just about answering telephone calls, but a service domain that where most crucial customer interactions take place.

Operational Functions of a Call Center

There are five primary functions that any type of call center follows in order for improving the performance and customer care services delivery capability. Let’s take a glance at the following operational functions of the call center:

Workforce Management: Workforce management involves forecasting calls, estimating the maximum number of frontline staff, creating work plans, and managing day-to-day service procedures to ensure the proper number of staff are on phones to respond to callers.  

Quality Management: It is interesting to note that customer interactions should be handled with sheer quality. The works revolves around quality management include customer surveying, call monitoring, evaluating performance, and coaching.

Technology Management: Technology is used several times in the process of responding to customers’ calls to recommending resolutions to them. As a result, the best call centers emphasize on effective management of these technologies in order for optimizing their performance.

Reporting and Communications:  Proper and incessant flow of communication is essential to effectively run the call center. In fact, communication should be taken place between customers and the center, between the center and other business units, and within the call center itself. In addition, reports needs to be generated on a regular basis in order for assessing the center’s performance.

Financial Management: A large chunk of money needs to be invested for running the call center. As a result, proper financial management is required to ensure that money is used effectively.

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