Customer support is an integral part of every business. You need to interact with your customers, to support their needs, and to provide them answers. More often than not, these important interactions happen in the call center, and therefore should be given the proper attention and investment.
Whether you are looking for a call center to outsource a part of your business or planning to build one, here are the important, good call center qualities one should have:
1. Quality IT Hardware and Software Solutions
Connectivity plays a very important role in a call center operation. Communication between operations and clients, who are almost usually overseas, rely on technology to monitor business operations. Operations would cease to exist without Internet technology – this is the basis of outsourcing operations. It needs to stay on top of the line and would be at par with world standards.
2. Quality Assurance / Success Metrics
Client expectations and business delivery should be aligned and can be accounted for in tangible format like quality assurance. Success metrics ensure that operations are aligned and deliver what clients require.
3. Call Statistics
One of the things you would be looking for is how much volume a call center can take if you’re a business looking to outsource. According Roger Bryan, Enfusen Digital Marketing, “The most important numbers to track are calls answered (out of all placed), average ring time (needs to be less than 20 seconds), average hold time to answer (needs to be less than 30 seconds) and lost calls (part of calls answered). When call centers miss calls, take too long to answer them or leave people on long holds, they kill your business.”
4. Customer Implication
The price of handling operations should always come second to customer semantics. Call center agents, aside from being employed by the call center, are indirectly “employed” by the client. They are identified to the business’ culture and brand. Customer satisfaction plays a huge role in sale conversions.
5. Qualified, Fluent, Proficient Call Center Agents
Call center agents are the frontliners of the company. They are the superstars, being a crucial factor for lead generation to close sales, clients to stay invested in the call center, and for operations to run smoothly. They are, and should be, the call center’s number one investment. They should be trained for customer service skills, continuously monitored, managed and even rewarded for jobs well done.
The Philippine outsourcing industry ranks second among the best outsourcing destinations in the world. With almost 10% of the country’s annual income attributed to revenues brought in by call centers, it is no surprise that most call centers have the qualities mentioned above.
Having a reliable contact center is a vital aspect of a business regardless of the industry they belong to. It must have several communication channels where customers can freely address their concerns and queries regarding the company’s products and services. With our results-driven solutions, you can expect your contact center to deliver the best responses your clients are looking for. Learn more!