Tips for Call Centers: Processes and running with efficiency
First and foremost. You have to not only invest on bringing in talented people, you also have to make sure they have the proper tools and equipment so they will be able to maximize their potential. You can’t have your workers work with crappy tools or faulty equipments. The workplace should also be presentable and clean to promote a good working vibe or environment.
A lot of processes are widely known to increase efficiency in call centers and you can find most of these online nowadays. You have to make sure your workers know about these important processes, depending on their level of work. It is highly recommended that you hire someone who is certified or qualified to run these processes with your team to achieve optimum results. After all, it will be hard to go to compete with other centers without a solid foundation and framework.
Here are some of them:
-Six Sigma Fundamentals
-4DX (4 Disciplines of Execution)
-PDCA (Plan – Do – Check – Act)
-The Paretto Principle
-DMAIC (Define – Measure – Analyze – Improve – Check)
-One Minute Management
You also need to strengthen your reporting and make sure you have accurate data, trends and analysis all the time. You need workers that are not only good with making those reports and graphs, they should also know how to crunch down those numbers. You have to be able to act quick with your findings and together with your team create solutions and plans that would address the gap right away. This starts from the top executives all the way down the hierarchy.
Departments should be in sync. Each department should have a clear cut process in which they should follow all the time. They should operate seamlessly in a way that the output of one department is not wasted and becomes a valuable input for another department. Last thing you would want is having departments in your organization that are not in sync with each other. If one department slacks off, the whole organization is going to suffer in the long run. You have to have people to oversee these type of things and fix interdepartmental issues right away.
Look after your financials. A sound financial plan will greatly help. Key people in your organization should be looking at your financials all the time. It is important that they understand how the industry works. From staffing, scheduling, recruitment, handling volumes, productivity etc. You have to maximize your profit without undermining your statistics. This requires a careful balancing act, when you aim to hit client goals, and at the same time hit your financial goals as well.
Lastly, avoid lawsuits. Last thing you would want to be in is a back and forth court battle with an employee or a client. It is a waste of valuable resources and money. You don’t want to spend your profit on lawyer and court fees, or worse, pay damages to an employee or to your client. Make sure your organization is in compliance to the Labor laws specific to the location your center is setup. Your leaders should also be well versed with the rights of their workers and should strive not to violate any of them. You also need to ensure that you follow the contract with your clients to the letter. A breach of contract is a very serious problem that you don’t want to ever have. Should problems arise it would be best to fix it internally and not let it get blown out of proportion. The key is to strengthen your communication with your employees and your clients.
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