Call centers are the backbone of most companies because they are the primary touch point between consumer and business. The way a call center functions and provides its services can make the difference between having many long-lasting clients, or clients that drop out and go to different companies.
Since technology and quality standards are always evolving, one must evolve with them to stay relevant and successful in the business world. In order to stay relevant, it is pivotal to understand the many moving parts that make up a quality call center and to have the right systems in place to move forward efficiently. This post covers four tools that will help you to more efficiently meet your business goals, satisfy customer needs, and distinguish your call center from competitors
PBX Phone System
Regardless of the purpose your call center serves, telephony can mean the difference between success and failure. PBX phone systems have the necessary business features to propel a call center forward past its competitors. Additionally, IP and/or cloud technologies have the ability to make phone systems more efficient, feature-rich and clearer sounding than traditional phone lines. Partnering up with a unified communications service provider can also make the building and managing of these systems more cost-efficient as opposed to hosting them in-house.
To confirm the technology and business plans align with company goals, one must analyze their call center’s needs and select the option that works best for them. A successful call center is one that knows its volume and can accommodate that volume efficiently, and the Erlang Calculator can help with that. This tool plugs in specific variables and calculates the number of agents needed for a thriving call center and even provides stats and charts to back up this information. Once this has been done, the next step to certifying the company has quality systems would be to incorporate all necessary features into the business communication plan.
Employee Management System
The agents that handle customers are vastly important to an organization’s appearance and reputation, and having the tools to manage them proficiently can enhance performance as well as save and earn money in the long run. An all-in-one call center solution such as Avaya’s Aura Contact Center can streamlines day-to-day management in the areas of system setup, configuring agents, assigning skill sets, performance reporting, and managing contact flows. Because the system is extremely user-friendly, this interface can assist with successfully managing call-center agents and their skills, as well as providing essential metrics to enable the organization to quickly adapt to market changes and fly past its competitors.
Customer Relationship Management System
A company’s reputation in its industry is largely impacted by how the customer perceives all interactions with that company, with the agents, technology, products/service, and so on. How can a company successfully find this information and employ it to their business moving forward? By utilizing a customer relationship management system (CRM).
A CRM system is a method of managing business relationships with current and future clients. The process involves a good amount of:
- Data mining from different avenues of communication,
- Producing pertinent intel about the consumer based on analytics applied to the data, and then
- Storage of this information into one single database available to agents and others involved in the business.
This, in turn, provides a method of establishing the proper targeted action to be taken that aligns with the company goals as well as the consumers’ needs and desires, streamlining consumer satisfaction.
A PBX phone system, Erland calculator, employee management system and customer management system are all pivotal methods of ensuring your call center is a step ahead of the rest. A successful call enter will eventually equate to a successful business as it is one of the primary points of contact for the business to its target audience. Contact Beacon Telecom today for additional information on how to guarantee your business call center stands apart from the competition, thus propelling the business into a brighter future.