Call Centre Operations
Operational excellence in the Call Center is like organizing and managing a successful event. Knowing the correct procedures of operations to excel and succeed to meet and exceed the customer requirements, their retention is a key to achieving operating organizational goals. By letting operational technologies unburden routine tasks, the call centers are capable of assuming any type of call campaigns at a lower cost.

Whether the need for reduced turnover, improved sales and service, or address of training and development issues, the call centers deliver the right tools to improve the quality of operations for the clients and subsequent achievement of goals.

The essential features of call center operations include :

• Organization design and staff planning
  Assessing organizational and personnel needs
  Defining functions and creating job descriptions
  Training and coaching programs.
• Call Center Managers
  Different criteria for hiring supervisors
  Training recommendations
  Roles and responsibilities of the Managers
  Professional development for Managers
• Customer service representatives (CSRs)
  Qualities to look for in the CSRs while hiring them
  Processes for developing CSR knowledge, skills and abilities
  Measuring CSR performance
• Quality Assurance Programs
  Defining QA measurements
  Developing measurement methodologies and processes
  Improving the feedback process for CSRs
  Future changes and recommendations in quality monitoring
• Improvement initiatives
  Changes with impact on call center efficiency
  Overall ranking of improvement initiatives
• Future improvement initiatives
  Short-term changes planned
  Long-term changes planned
• Outsourcing
  Business reasons for outsourcing
• Performance objectives
  Customer satisfaction performance objectives
  Ranking of performance objectives
  Biggest mistakes in CRM
• Customer Relationship Management
  Elements of CRM strategy and its challenges
  Negative and positive reactions to CRM
• Work-flow systems and procedures
  Process mapping and developing service agreements and procedures
  Defining compensation plans
• Change Management programs
  This generates the positive gains desired throughout the organization

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