Top Features of a Successful Call Center

These features are top priorities, aside from the other features that go with a center's daily operations.

Picture 1 of Top Features of a Successful Call Center

The call center's workforce

A center's team of managers, analysts, supervisors, and agents are the pillars that support the business and the satisfaction of its customers. A successful call center prioritizes its team by nurturing a positive work environment. The center should provide proper training, retain its excellent workforce, and reward team members for their exemplary performance.

High turnover is a big problem with call centers, which can be detrimental to their success. Spending more time to recruit and train the best talents is one way to have a loyal workforce. Likewise, executives should monitor their operations to ensure that the company does not have problems that lead to agents' dissatisfaction.

Regulation compliance

Call center operations are subject to various compliance requirements. One is Telephone Compliance Protection Act or TCPA compliance, or the Telephone Consumer Protection Act, which governs outbound calls to ensure that customers consent to the call. For example, the agents, such as telemarketers, should not use their automatic dialers to call wireless phones. The center should honor the right of customers to withdraw their consent at any time. They should schedule the call only between 8 am to 9 pm.

Technology

A call center with all the required technology does not mean that it is successful. They can only ensure success if they train their workforce on correctly and effectively using the tools they need to perform their daily tasks.

Because a center's daily operations can be hectic, sometimes, training is set aside. At the same time, there could be disparate systems because a call center uses several tools. These tools should interact with each other and customers; some may already be redundant. Thus, the center's management should always check the tools they optimize and integrate their tech tools. The management can ensure success by prioritizing essential tools, including telephony software, call recording and monitoring, collaboration and communication tools (internal), customer-facing communication tools (external), and CRM. These tools should work seamlessly so that the agents can focus on their work and deliver enhanced customer experience.

Customer experience

A call center becomes successful when its customers are satisfied with its services. A call center primarily addresses customers' concerns, answers their questions, and provides solutions. Likewise, adding a touch of empathy makes the customers feel someone is there for them. It means the agents should learn to use an appropriate tone of voice, straightforward language that is honest and calming, and express gratitude to the customer.

Although agents have a list of calls to make, it is likewise vital they follow the Federal Do Not Call Registry. Although other features contribute to a call center's success, the enumerated features should be the management's top priority. Simultaneously, they should use call center technology as the bridge to connect the agents to the customers. Thus, improving these essential areas will give them benefits that will spread to the team, customers, and the center's business.

Isabella Humphrey

Update 26 December 2022