Call Centers For Dummies
Understand the business of running a call center, employing technology, management skills, and well-trained agents to maximize company revenue and achieve the call center’s business goals.
Primary Components of the Call Center Business Model
Thinking about creating a business model? Such a model gives you a great place to start because it’s critical for the successful operation of your call center, helping you clearly identify your mission, your business goals, and the performance drivers you need to focus on to achieve these goals.
Here are the primary components of the call center business model:
Identifies how the call center supports the company’s goals and strategy
Determines what the company needs from the call center in the long term
Represent short-term to midterm goals — perhaps one year in duration
Define what the company needs from the call center right now
Outline specific outputs that the call center needs to produce
Represent processes and behaviors that help the call center achieve the company’s business goals
Are measurable (usually)
Can model the call center goals
Represent the controllable measures that actions in the call center affect
Tech Tools Your Call Center Needs
Are you thinking about what technology you need for your call center? Or do the terms VoIP, ACD, IVR, and CRM intrigue you, and you want to find out more? Here are some of the top tech tools that your call center can benefit from:
Automatic call distributor (ACD) system
Interactive voice response (IVR) system
Web applications (such as e-mail, online chat, and online collaboration)
Local area network (LAN)
Customer relationship management (CRM) tools, such as a billing system, scripting, and customer analytics
Computer–telephony integration (CTI) software and hardware
Agent performance dashboard
Workforce management software
Data warehouse for data collection, reporting, and analysis
Voice over Internet Protocol (VoIP) communications technology
Members of the Call Center Team and What They Do
No matter how sophisticated or high-tech a call center is, for any call center operation to be successful, it needs the right players in place to bring it all to life. Here’s a list of the key call center roles and call center jobs, from call center agents to business analysts and call center managers, to name a few.
|Senior manager||Establish the mission and vision for the call center.
Establish the annual business goals for the call center.
|Call center manager||Work with the senior manager to establish business goals that
support the mission.
Identify the key performance drivers that affect and control the business goals.
Identify and assign the key roles and responsibilities required to achieve the call center goals.
Create a culture that supports the mission of the call center.
Ensure that all policies and procedures support the mission, business objectives, and performance drivers.
|Resource analyst||Forecast customer demand, including call volumes.
Determine the resources required to meet customer demand within department goals.
Determine when the call center needs those resources.
Ensure that sufficient resources are available when the call center needs them.
|Reporting analyst||Provide statistical feedback on business goals and key
Conduct analysis to identify opportunities to improve call center results.
|Computer and network analyst||Recommend the appropriate tools to meet the business goals and
Configure the tools to work properly and reliably.
Provide the appropriate maintenance and troubleshooting support.
|Agent performance team (recruiter, trainer, team leader, and quality analyst)||Recruiter: Hire the right people to do the job of call
Trainer: Tell them what to do and why.
Team leader: Show them how to do it.
Quality analyst: Support them and give them feedback on performance.
|Call center agents||Handle customer contacts in a manner that supports the call center’s objectives and their own performance goals, as outlined by their team leaders.|