There are many ways a call center can be successful, and many ways a call center can fail. To run a successful call center, you need more than just bodies answering calls. Those bodies need to be regularly trained, using the most up to date technology, and be head over heels happy when they’re representing a brand. On top of that, the mechanics of your call center contribute to the success, like how you lay out your cubicles and employees, where your call center is located, and how visitors enter the call center floor. It doesn’t sound so simple now, does it?
Success is an arbitrary measure. If you’re goal is to run a successful call center, you need to develop what success looks like to you. Is it the number of customers you have? Your monthly billable amount? Your profit? Your turnover? As you work out what’s important to your success, we’ve identified 7 keys as the foundation for any successful call center – no matter how you measure it!
#1. Provide Noise Cancelling Headsets
Investing in noise cancelling headsets for your call center agents will help decrease background noise – which always sounds unprofessional. Bad caller feedback to your customers is almost always a relationship ender.
#2. Skew the Cubicles
Cubicles are great for keeping noise levels down in an office setting. However, if cubicles are laid out in a skewed design rather than a standard grid layout, they can help reduce noise even further.
#3. Focus on Agent Training
If you’re only putting your agents through minimum training before they start answering calls, they’re definitely going to sound unprofessional. Invest time up-front into agent training, and schedule monthly breakout training sessions to keep your reps sounding fresh.
#4. Have a Game Room
Having a break or game room where agents can go to chill out during the day is ideal for blowing off steam and coming back to the phones refreshed. Agents who don’t have an outlet for stress will be less likely to maintain professionalism while on the phone.
#5. Don’t Skimp on Security
You need to lock your call center down. When the call center is secured, data remains protected and the possibility of a data breach is minimal. Plus, security makes you eligible for fun certifications like PCI/DSS compliance and HIPAA compliance which prospective customers will love.
#6. Provide Points of Escalation
Being a call center agent can sometimes mean taking calls from irate customers. However, there should always be a point of contact in the call center where the agents can escalate calls when the going gets tough. When an upset caller knows they are being escalated to a manager, the difficult situation becomes diffused.
#7. Require a Professional Dress Code
Since call centers usually deal with customers via phone, every day is dress casual day. However, requiring a more professional dress code can help raise the bar and create a steady, professional atmosphere.
