Where and when a call center system can be useful
The purpose of a call center is to streamline and facilitate the work of the sales team during customer interactions with the company. The more contact channels available, such as chat, email, or website forms, the more helpful a customer service office can be. Depending on the needs and size of the company, you can choose to work with large outsourcing firms or establish an internal customer support department for your own use. In reality, call center operations can be applied wherever a company manages a specific customer base or provides certain services.
Customer service office step by step
Analysis of customer contact processes
When initiating the implementation of a customer service department in your company, it is important to start by determining specific goals to be achieved, such as scheduling meetings with the sales department in the case of B2B companies or order processing in an online store. It is worth conducting an analysis of how customers interact with your company and identify any bottlenecks or inefficient points of contact that may discourage further interaction.
Personnel
Call center employees should have clear articulation, be motivated to work, and, above all, exhibit great patience when dealing with customers. We tend to call helplines more frequently in negative situations, such as lost shipments or damaged products. Sales skills are a plus, but they can be learned through experience on the job.
Costs
When planning the budget for your future customer service office, start by considering the one-time implementation costs, including the equipment for workstations (such as headsets, computer equipment, and furniture), recruitment, and software. Then, estimate the monthly fixed costs for the department, including consultants’ salaries and telecommunication subscriptions. Variable costs will encompass telephone call charges, as well as bonuses or incentive systems for employees.
Automation in call centers - the future of the industry?
Undoubtedly, one of the trends in customer service solutions is the automation of certain tasks through voice technology, such as a voice bot that serves as the initial point of contact between the customer and the company. Its role is to delegate the customer to a specific consultant or gather basic information like order numbers or surnames. This data is then passed on to an employee who can resolve the issue comprehensively and more efficiently. The advantages of such a solution include reducing the costs associated with employment, gaining access to valuable analytics generated by the software, and the ability for voice bots to work during off-hours or on holidays. However, every technological novelty carries the risk of how our customers will react to it, so it is important for the software to be closely tailored to the type of services we provide.
Summary
Implementing a call center system is one way to streamline processes in a company through automation. It provides tools for tracking the purchase history of our customers, managing sales leads, and scheduling business meetings. These valuable features can impact the pace of our business development and help differentiate ourselves from the competition.
