8 points to consider when setting up a call center
Posted: Thu Dec 12, 2024 9:32 am
Setting up a call center is an important strategy for any business. Through it, the company can improve communication with customers and collect quality information about the market.
However, this strategy requires some care so that you do not jeopardize its potential. Planning is a fundamental step and needs to be accompanied by organization, execution, monitoring and control of operations to be successful.
With this in mind, we have listed below eight chinese overseas america database important points that you should consider when setting up a call center. Check it out!
1. Costs of setting up a call center
Your call center will need adequate space, furniture and equipment. Therefore, the first step is to consider the costs involved in purchasing or renting a call center.
Find the location and draw a layout to serve as a guide for what you will research and purchase. However, the ideal is to have the call center close to other areas of the company, especially some in particular, such as relationship marketing and sales. Of course, this is not always physically possible.
Next, research the suppliers of the necessary raw materials. Set up a comfortable and noise-free environment.
2. Hiring qualified professionals
The second point to consider at this point is hiring qualified professionals. The role of answering the phone cannot be performed by just anyone or by a professional specialized in another area.
Whether through employment agencies or directly through newspapers and the internet, give preference to professionals who have experience and qualifications as customer service representatives. This can be a differentiator, reinforcing professionalism and improving the image of the business.
If people with little or no experience are needed for hiring, remember to set aside time, effort and money for lots of training and individual performance monitoring, at least in the first 3 months.
3. Subscribing to a telephone plan
Choosing a phone plan is a very important step. At this stage, you should consider the type of calls you will be making (local or long distance), average daily calls and time spent online.
With this information in hand, research a plan that best suits your business needs. Corporate plans are usually more cost-effective and meet the needs of a call center well.
4. Customer service plan
Have you thought about how your telephone service will be structured and how calls will be made? It is important to develop a script that determines the steps that the service must go through to achieve its objective. In addition, a service plan can help you set up a more standardized call center.
But remember, the script or steps should be very brief and seem as natural as possible so as not to jeopardize the reliability of the service. Your customers want to be treated like people and feel more comfortable during a service when the conversation flows in a less memorized, less robotic way.
5. Constant team training
Keeping a team productive and motivated can be a difficult task. Therefore, constantly evaluate the performance of professionals and implement a training plan with practical training, courses and lectures, periodically.
An interesting tip is to show the customer service team the results of their work. Conduct customer satisfaction surveys regularly and keep your representatives informed of what customers think of the company and the way they are served by it.
This action will stimulate the development of new skills and will make professionals more satisfied due to the appreciation of their career.
6. Encourage team feedback
It is the customer service team that is always in direct contact with the customer, and often. Whether to make a sale, solve a problem or simply ask questions, the customer service center is the first place the consumer will turn to.
This means that customer service representatives have a lot to contribute to understanding the consumer profile, the market and their needs. What do they want? What do they not want? What is their biggest problem with the company? What do they like most about the company? In short, there is an infinite amount of information that they can pass on to management, so encourage dialogue and feedback on these important perceptions.
7. Telephone service automation
We saved the best and most important for last. Telephone service automation is an innovation that should be considered by companies as the most important point when setting up a call center .
Using software, several tasks can be programmed to be executed automatically, reducing the rate of human error, rework and customer dissatisfaction.
Furthermore, automating telephone service contributes greatly to reducing costs. With it, it will no longer be necessary to have a large team of operators, buy expensive equipment, or perform maintenance and updates.
This is only possible through the use of a cloud-based telephone service solution . The system's features will enable service with optimized processes, generating greater speed and ease for customers.
As the structure is scalable, the company can grow without increasing production costs.
8. Manage all telephone support
We always emphasize this point here on the Atende Simples Blog, because it is through customer service management that it is possible to perceive important aspects of a company, such as consumer satisfaction with the brand; the quality of service; the time the company takes to resolve a customer's problem; the consumer's needs; and much more.
All customer service channels can be managed, especially through help desk services (which can be consolidated into a single management system), but always remember that it is telephone service that
However, this strategy requires some care so that you do not jeopardize its potential. Planning is a fundamental step and needs to be accompanied by organization, execution, monitoring and control of operations to be successful.
With this in mind, we have listed below eight chinese overseas america database important points that you should consider when setting up a call center. Check it out!
1. Costs of setting up a call center
Your call center will need adequate space, furniture and equipment. Therefore, the first step is to consider the costs involved in purchasing or renting a call center.
Find the location and draw a layout to serve as a guide for what you will research and purchase. However, the ideal is to have the call center close to other areas of the company, especially some in particular, such as relationship marketing and sales. Of course, this is not always physically possible.
Next, research the suppliers of the necessary raw materials. Set up a comfortable and noise-free environment.
2. Hiring qualified professionals
The second point to consider at this point is hiring qualified professionals. The role of answering the phone cannot be performed by just anyone or by a professional specialized in another area.
Whether through employment agencies or directly through newspapers and the internet, give preference to professionals who have experience and qualifications as customer service representatives. This can be a differentiator, reinforcing professionalism and improving the image of the business.
If people with little or no experience are needed for hiring, remember to set aside time, effort and money for lots of training and individual performance monitoring, at least in the first 3 months.
3. Subscribing to a telephone plan
Choosing a phone plan is a very important step. At this stage, you should consider the type of calls you will be making (local or long distance), average daily calls and time spent online.
With this information in hand, research a plan that best suits your business needs. Corporate plans are usually more cost-effective and meet the needs of a call center well.
4. Customer service plan
Have you thought about how your telephone service will be structured and how calls will be made? It is important to develop a script that determines the steps that the service must go through to achieve its objective. In addition, a service plan can help you set up a more standardized call center.
But remember, the script or steps should be very brief and seem as natural as possible so as not to jeopardize the reliability of the service. Your customers want to be treated like people and feel more comfortable during a service when the conversation flows in a less memorized, less robotic way.
5. Constant team training
Keeping a team productive and motivated can be a difficult task. Therefore, constantly evaluate the performance of professionals and implement a training plan with practical training, courses and lectures, periodically.
An interesting tip is to show the customer service team the results of their work. Conduct customer satisfaction surveys regularly and keep your representatives informed of what customers think of the company and the way they are served by it.
This action will stimulate the development of new skills and will make professionals more satisfied due to the appreciation of their career.
6. Encourage team feedback
It is the customer service team that is always in direct contact with the customer, and often. Whether to make a sale, solve a problem or simply ask questions, the customer service center is the first place the consumer will turn to.
This means that customer service representatives have a lot to contribute to understanding the consumer profile, the market and their needs. What do they want? What do they not want? What is their biggest problem with the company? What do they like most about the company? In short, there is an infinite amount of information that they can pass on to management, so encourage dialogue and feedback on these important perceptions.
7. Telephone service automation
We saved the best and most important for last. Telephone service automation is an innovation that should be considered by companies as the most important point when setting up a call center .
Using software, several tasks can be programmed to be executed automatically, reducing the rate of human error, rework and customer dissatisfaction.
Furthermore, automating telephone service contributes greatly to reducing costs. With it, it will no longer be necessary to have a large team of operators, buy expensive equipment, or perform maintenance and updates.
This is only possible through the use of a cloud-based telephone service solution . The system's features will enable service with optimized processes, generating greater speed and ease for customers.
As the structure is scalable, the company can grow without increasing production costs.
8. Manage all telephone support
We always emphasize this point here on the Atende Simples Blog, because it is through customer service management that it is possible to perceive important aspects of a company, such as consumer satisfaction with the brand; the quality of service; the time the company takes to resolve a customer's problem; the consumer's needs; and much more.
All customer service channels can be managed, especially through help desk services (which can be consolidated into a single management system), but always remember that it is telephone service that