Improving the Service Level in your Call Center

On September 23, 2011, in Outsourcing, by Business Development Group

As the business adage – it costs more to recruit a new customer than retaining an existing one, with global marketing integrating more competition than ever before, businesses struggle retaining its customers. On the onset of outsourcing, understanding your consumer–and what keeps them –is where businesses succeed and others usually fail.Customer service is the most important business function in a business. This establishes an ability to retain its existing customer and with positive word-of-mouth bring in new clients.  It is a fact that customers prefer to establish their loyalties in companies where they are treated with utmost respect.

In the call center – be it business process outsourcing (BPO) or knowledge process outsourcing (KPO) service level pertains to the percentage of calls made within a period. If these service level are not attained for your center, it is time to improve customer service within the organization; start with policy changes but ultimately these takes more effort.

Just follow these steps to hit your numbers.

1. Know.

Refer to the data gathered on the individual employee. Solve the problems that are diminishing their performance.

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2. Check.

Call volume always varies. Make a check if the service levels decline at a particular time of the week or day. This way you can forecast and thereby adjusts thus if your Monday’s are heavy, you can be ready.

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3. Balance.

Always be consistent in scheduling trainings or meetings. However, take note that when logging off a number of people off their phones at once can lower the service level, especially on a small call center

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4. Assess

Collect and assess the data on your employees when they spend their time away from their phone system. Figure the percentage of time your employees is spending on in meetings, trainings, vacation and sick leaves.

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5. Foresee.

Know the numbers by figuring out the staffing needs for your center. Assess how many calls come in and the number you can field.

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6. Reward.

Always set a performance and incentive guide for your staff. Make sure you are rewarding your best people.

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Meet outsourcing Casey!

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