Redesign and manage call center
Meet new customer expectations? We need to change from product centric to customer centric operations
Redesign and manage call center free download
Meet new customer expectations? We need to change from product centric to customer centric operations
Our goal is not only to meet customer expectations but to exceed them, building lasting relationships that translate to sustained business growth. We must generate new strategy for our call center (contact center) . This course will teach you how to redesign and manage your call center (contact center). Or if you want to establish your own callcenter where to start to build this service.
This course will teach you:
redesign a Customer Access Strategy
Redesign upgrade your call center (contact center)
CRM Software Value Proposition
Increase first contact resolution
Personalize customer experience
Build a better infrastructure
Consider the possibilities for your customers
Reduce handle times
Increase revenue
Let’s find out what referral rate is?
The performance of a call center and the behavior of an agent (gatekeeper) mainly depend on the prescribed referral rate (the rate at which work is routed from generalists to specialists). If a call is too difficult be handled and solved by the gatekeeper, he or she refers the call to a specialist.
1. Estimate call volumes and call volume ramp up over initial months of operation
2. Establish call center hours of operation
3. Estimate call center size and staffing requirements
4. Model the organizational structure of the call center, for now and in the future
5. Map layout of call center, including furniture requirements
6. Obtain appropriate hardware and software to enhance call center capabilities
7. Perform user acceptance testing
8. Create a disaster recovery plan
Calculate and reduce average holding time.
Reduce first call resolution.
