A contact center may sound easy to run: you set up a center, you hire the best people available in the market to conduct customer support, and you give them the best equipment available to you. Sounds simple, right? Well, it’s not really. There are companies that concentrate solely on the call center business for a reason. Running a contact center requires constant attention including managing employees. Case in point, attrition rates are a major concern for many companies with contact centers. And that is just one area of the business.
Companies are usually cautious when it comes to hiring people for call center customer support. A careful assessment of an applicant’s capabilities and personalities are essential because this may become a basis for his or her performance at work.
If a company fails to consider an applicant’s capability or personality, in the long run, they may find that the employee is not reliable and may result to a decrease in the quality of work output.
Another concern is making sure that employees remain interested and motivated in working for their company. Measures such as providing individual or even team incentives are common practice in the contact center. A reward for a job well done may be the key to keeping your employees motivated to strive harder. However, as an individual incentive may be great, it is also good to recognize the teamwork that has transpired in doing a particular task. A good relationship with employees contributes to a sound working environment and is a contributing factor to a customer support employee’s decision to stay with the company.
Employing different measures such as providing incentives to lessen attrition are considered a major undertaking in the business because high attrition usually causes a lack of trust and confidence by those employees who chose to stay with the company.
Investing in continuous training is also a must for contact center support. Remember that as a company grows, often, the level of support that you need to provide customers must also evolve and improve for the better. Take for example a small company, it will likely be unable to offer email or chat support whereas a bigger company may have a bigger budget and be able to higher multiple levels of support including voice, email and chat. By continuously training employees to improve on their skills and capabilities, you are keeping them well equipped to handle any situation. Likewise you are keeping your customers happy by giving them support from people equipped with the right skills and information to answer their queries and resolve their concerns.
When all else fails, a good option to employ is to seek the services of a reliable contact center solutions provider so that your company can focus on your business especially with companies with no experience to speak of — or maybe no good experience to speak of — in providing reliable and strong customer support to their customers.
A provider of call center solutions, Infinit-O’s voice, chat and e-mail support services and core team of analysts can deliver efficiently and effectively the solutions tailored according to your company’s needs.
Infinit-O dedicated team of analysts has helped companies from various verticals, such as logistics and healthcare, strengthen their position in their respective industries.
For further inquiries, contact Infinit-O’s Strategic Solutions Director, Carlo Dionisio at 866-727-2504 ext. 809 or
Author: Jamee C.