Posted by January, 15 2020 8:29 pmon
Are you looking to launch a call center in the new year? If so, you are in the same position as many business owners. Creating a contact center can be an appealing business move since it has the potential to majorly impact your company’s growth.
However, satisfying more customers and closing more sales comes with a price. Whether that means training a whole new staff or procuring an entirely new array of equipment, there are so many reasons to remain prudent when you’re planning to launch a call center.
What do you actually need to get your new center off the ground? Is the latest technology really necessary? How much experience should your staff have - and how should you bring new team members up to speed? Let’s examine the most important elements in launching a new call center or expanding your business further in the new year. You may just learn that you’re better prepared than you ever imagined!
When you’re planning to launch a call center, one of the most important and first things to consider is your layout. Knowing where things will be in your center can help you determine what you will need and what you will and won’t have room for.
What are some important components in planning your call center layout? These tips will help you make the best possible blueprint:
Now that you understand how to make a solid plan for your center, what materials do you actually need? There are plenty of non-necessities that you will encounter on your quest to purchase what you need. Here are some tried-and-true tools that will help your new center succeed:
In addition to these more tangible items, it is important to focus on software to make sure that your center is up and operational as quickly as possible.
Artificial intelligence applications such as interactive/intelligent voice response technology offer your agents a break from handling smaller tasks. They also offer more self-service options to callers, which is an important part of being successful as a call center in the modern day. While it is possible to run a contact center without AI applications, it isn’t advisable in the modern market.
A call recording solution is another important factor in success. Your agents need to be monitored for a variety of reasons. These include keeping them accountable for the work that they do, offering them constructive criticism when necessary, and giving them feedback for improvement. Many call monitoring solutions also offer features such as call barging and whisper coaching, which allow management team members to help less experienced agents to improve their performance on the spot.
When you’re ready to launch a call center, begin by talking to the experts in call center software and solutions at ChaseData. We have what you need to get your center off the ground and functioning at the level of excellence you’re hoping for faster. Give us a call today to learn more!