How to organize a call center

How to organize a call center

Any large company operating with a huge number of customers has a hotline at its disposal, the calls of which are included in the call-center and are processed by operators. Regardless whether it is its own call-center or outsourcing, its work must be competently organized and respond to all relevant standards.

1
The first step in organizing the Call Center is to identify the needs and directions of the future call-center. Depending on whether it is planned by its own call center or working on a large circle of customers, the room will be chosen. In this room, it is necessary to organize the appropriate workplaces - minimum of 20 cubic meters per person. Separate the room on the functional zones, most of which will take directly the Call Center itself, and smaller will be highlighted under accounting, administration, technical staff.

2
The second step is a priority to the organization's technical side of the Call Center. It is necessary to provide a call-center with high-speed Internet, a highlighted urban line (desirable starting with a number 8-800 or with a memorable number), high-quality equipment, specialized software, modern computers and telephone headsets.

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Third step - recruitment. At this stage it is important to understand what the focus of calls will be performed in the future call center. This factor will influence the presence of certain skills in candidates when selecting personnel. It is worth paying attention to the fact that potential candidates first must have a competent speech and be sociable. In some cases, experience with complex subscribers and stress resistance is necessary. The second most important thing in the state of the call-center should be competent technical staff, so that at any time and in the shortest deadlines are allowed problems with the performance of the call-center. A distinctive feature during the selection of personnel in the call-center is a floating schedule of employees, because the work of the call-center often implies 24-hour reception of calls.

The call center is a huge mechanism, to organize the work of which in one rhythm is quite difficult, but if we streamline all its mechanisms and act, based on logic, then all these components will be shared in one active mechanism, which will soon begin to bring expected results.

 

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