Starting a new business is a very challenging task, especially when it is strongly connected with customer service. Initiating a new business requires an investment of time, energy, and lots of money. So it is important for a business owner to be wise enough when making concrete decisions regarding anything related to it. Regardless of whether you want to start on a small level or industry level, there are strategies and tips you should always keep in mind to make your idea stand out in the market. Here, in this feature, we will guide you through a few tips that you must consider to make your call center successful.
Gone are the days when the call center was just about a few personnels taking calls and giving core information to the customers. Now, with so many call centers out there, the competition is fierce, and it is important for a business to provide something unique to the audience. Similarly, as a business owner, you also need to work hard to make the agents happy. If they are gratified, the productivity level of work will increase. With much advancement in technology, the dynamics of call centers have changed drastically. Here are a few tips you must consider to make your call center successful:
1. Set Target For Achievement
No business can be successful unless the business owner doesn’t define the targets that need to be achieved. They say, “You get what you reward and vice versa. As a business owner, if you want your call center to thrive, it is a must for you to set targets and try to achieve them on time. It is important to note; we don’t mean to talk about the mission and vision here. To be successful, a business has to achieve several targets. Unless your agents don’t know the reason behind them being in the company, they won't be able to work with high levels of motivation. For instance, if you have plans to open communication for 25 new cities, you must set goals for your agents to learn a few new accents within 14 days. Everyone who succeeds should be rewarded by the company. So now, when they will have a target to achieve, they will work even harder, not just to please the future clients but also to maintain healthy communication with the existing ones.
2. Empower Agents
The best way to improve the productivity level of the employees is to empower them. Let them give their take on a new business decision. Not to forget, humans are the most valuable resource of an organization. Even if you have the most advanced tech equipment at the workplace but lack the support from agents, your dream to reach skyrocketing heights of success will never transition into reality. Most businessmen in today’s time are requested to adopt a and allow their employees to participate in the decision-making process. Allow them to make important decisions for work when you or the senior managers are not around. Especially if you have a few agents who have been working for the last few years, it is better to make them feel valuable by giving them the power to give their suggestions for the betterment of the business.
3. Make the Best use of External Sources
Research shows that the agents of call centers need help from external experts to solve a few problems with the customers. So if you’re investing in external sources, make sure to get the most out of them. External sources can cost a lot of money, and especially when you’re beginning a new business, it is important to restrain the budget. Make these new people a part of your customer service mission. This way, the quality of the client calls won't be confined to the walls of the workplace. Secondly, with much advancement in technology, it is easy for business owners to move around in the world without getting chained to the workplace for taking important client phone calls. You will be surprised to know, a lot of businesses have apps that can easily connect agents with clients regardless of the geography.
4. Improve Relationships with Customers
How often do you wish a retained customer on his/her birthday? It might not seem important, but there are many other companies that take care of their clients to a great extent. So if you think there is no need, a prospective caller might turn towards a more caring call center. Secondly, there are many other ways to improve relationships with customers, such as by enquiring feedback, allowing them to give suggestions for improvement, and empowering them by working on what they have requested. Not to forget, the best way to improve customer service is to talk politely. Don’t worry if your call center is not equipped with enough human resources to devote extra time to engage the customers for company improvement. You can outsource professional services that can help in interacting with your customers in the best way possible.
5. Create a Flexible Working Environment
If an agent is unable to come to work because of a personal family issue, there is no need to deduct his/her wage. Technology has enabled businesses to thrive in the most challenging environments around the globe. Get a customized app for your business that can help in connecting agents with customers from any part of the globe. Furthermore, if an agent is sick, yet wants to work from home, allow him/her to use the business app to take client calls anytime. Hadn't it been for business apps, a lot of companies would have lost several customers by now. Carving flexible working environments is a strong key to success. Unless you don't develop a creative workspace for agents, they won't be able to work to their fullest. Keep in mind, taking hundreds of phone calls a day is a hectic job, so it is your responsibility as a business owner to make sure agents are comfortable at work. Introduce creative activities at work and try to engage the agents in minor office decisions.
6. Segment Customers According to Demographics
The easiest way to improve work productivity is to segment the customers according to geography. Even if you have the best working professionals in your call center, you cannot expect them to handle all kinds of clients in an 8-hour shift. Thanks to modern calling services such as VOIP, it is easy to segment customers according to their location and divide work. For instance, if your call center operates in 25 cities and you have a staff of over 50 agents. You can easily dedicate two agents to manage one city and handle customers. Furthermore, if you have a diversified workforce, you can ask agents about their area of expertise. This will not only reduce the time it takes for an agent to get along with the accent of a prospective customer but will also improve productivity at the workplace.
7. Re-Examine Past Performances
The best way to prepare for a better future is to learn from the past. Every business owner makes several mistakes during the start of the project, so you are nobody different. Wise are the people who examine their past and learn from mistakes. Sit with your team and evaluate the past year's performance. Take out all the positive points and mark them as your strengths. Chuck out the mistakes and mark them as weaknesses. Once you’re done with doing this, start working on your strengths and try to eradicate the weaknesses as soon as possible. Keep in mind, it is important to work on the previous mistakes if you want to achieve skyrocketing success for your business.
8. Use High Tech Equipment
If you want to keep up with the current times, it is important to use high tech equipment at the workplace. This means you should have a fast internet connection, high tech phones, and everything that is needed to make sure the workflow is running smoothly. You cannot expect to get the desired results unless you don’t practice working with the best equipment in town. Make sure, all working agents have a stable phone connection and a customized business app installed on their phones. This way, they will easily be able to connect with everyone without worrying about the location. With technology enabling businesses to stay online all the time, customers expect a reply from the company whenever they have a query. Using high tech equipment in today’s time is not an option but the need of the hour, thankfully, technology allows businesses to thrive by expanding globally.
9. Don’t Be Afraid of Failure
As a new business owner, you should have the audacity to survive failure. Not to forget, there is no guarantee of a new business idea becoming successful if you don’t have hands-on experience on it before. The call center is a thriving business option, but one that takes time to mature. So now that you have decided to work on all the tips mentioned above, it is important to be patient and work hard to make your call center successful. You will face difficulties in the beginning, but as your agents continue to interact with several customers online, they will eventually learn about dealing with different people.