Call Center Facts

On August 23, 2011, in Contact Center - OutCall Worx, Contact Center – InCall Worx, by Contact Center Team

Call centers are established to handle the concerns and needs of customers for major establishments. A call center handles either or both inbound and outbound calls concerning product inquiries, tech support and complaints. Ideally, a call center separates its representatives by departments, breaking it into teams. Each team is assigned with a manager whose main task is to ensure of quality customer service.

The Operations

Responsible in monitoring both outbound and inbound call patterns of the center. Be it outsourced or run offshore, its primary responsibility is to maintain the customer needs. The operations analyzes the call volume reports and makes adjustments and routing calls. It is important that foresight, clear attention to details and statistical skills contribute to the forecasting call volume to coordinate headcount.

Read related article: Outsourcing Risks and How to Avoid Such

The Rep

There is a high demand placed on a call center agent or representative which is to pratice proper phone etiquette, break schedules and logging into the system. Varying to a certain degree, reps are given a standard dress code, normally business casual to help present a professional state of mind over the phone. Call centers provide training for it representatives as well as by employment – training allows the representative to have the product knowledge vital in solving problems and improve customer satisfaction. The call center atmosphere could be a noisy, competitive and stressful environment.

(Read related article: Outsourcing Services Made Our Client Earn 15M)

Variations

Call center outsourcing focuses on customer service and being able to take care of customers’ needs. Calls are mostly inbound routed from a toll-free number. Outsourced call center is generally available 24 hours a day. Can be designed to win back a customer’s business by focusing on the promotions and rebates, telemarketing is making outgoing calls and is geared towards sales or appointment setting.

(Read related article: Outsourcing Destination)

Schedules

Mostly operational 24/7, schedules can be based on call volume in a queue. The total hours needed to cover each queue, as well as taking the peak hours into account, determines when the majority of the staff will be scheduled. In the industry of business process outsourcing which generally identifies a service that will be present regardless of current time or day – could be a personnel of a medical facility or by an automated online assistant, the ability to provide round the clock call center, customer service and technical support is just one of the elements that answers solutions to an industry challenge.

(Read related article: Outsourcing Not a Best Kept Secret Anymore)

It is common for call centers to run 24/7 this is due to, in part of a decrease in long distance call charges, which allow employees based in one continent and time zone to provide services to customers in another during the night.

(Read related article: Knowledge Process Outsourcing: Moving Beyond Transcription Services)

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If you are one of the many organizations who are seriously considering outsourcing any of your business processes as a strategic move to increase efficiency while reducing costs, you are right on track.

6 Responses to “Call Center Facts”

  1. BPO is the word of the day. If you have trouble with your services, if they've cost you a lot, then, my friend, 'guess you already know what to do next. Just think about that. (:

    • Northern Worx KPO says:

      Indeed, and NorthernWorx appreciates your interest in the blog. We are always grateful and rest assured, our Contents and Creative Team will provide you with the daily updates and trends most helpful in line with the industry. Here's an interesting read; http://markets.financialcontent.com/stocks/news/read/19467588/Outsourcing_Company_Changes_Name_to_Northern_Worx and always feel free to contact us should you have any comments, suggestions or any other questions. Thank you! NorthernWorx KPO

  2. BPo guy says:

    There is what I call a BPO revolution. Your site reminds me of it.

    • Northern Worx KPO says:

      Thank you very much! NorthernWorx appreciates your interest in the blog. We are always grateful and rest assured, our Contents and Creative Team will provide you with the daily updates and trends most helpful in line with the industry. Here's an interesting read; http://markets.financialcontent.com/stocks/news/read/19467588/Outsourcing_Company_Changes_Name_to_Northern_Worx and always feel free to contact us should you have any comments, suggestions or any other questions. Thank you! NorthernWorx KPO

  3. Northern Worx KPO says:

    NorthernWorx appreciates your interest in the blog. We are always grateful and rest assured, our Contents and Creative Team will provide you with the daily updates and trends most helpful in line with the industry. Here's an interesting read; http://markets.financialcontent.com/stocks/news/read/19467588/Outsourcing_Company_Changes_Name_to_Northern_Worx and always feel free to contact us should you have any comments, suggestions or any other questions. Thank you! NorthernWorx KPO

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