Call Center Management Best Practices | Office24by7

by Jun 13, 2019Call Center

Call center management can be classified into two main categories: organizing daily activities and monitoring operations. Mainly, the latter decides how thriving a call center can be, though the first is equally important. Call center management best practices are essential for several reasons. They ensure efficient operations, high-quality customer service, and employee satisfaction. Ultimately, it leads to increased customer loyalty and improved overall business success.

Looking after the employees, forecasting, and scheduling constitute the core of the call center organization. Employee training, monitoring of customer interactions, and generating reports of all the activities to assess the call center’s performance come under call center management.

Call centers have started supporting digital channels, expanding the scope of operations.

Call centers also increasingly become an essential part of small and medium businesses.

Successful call center management requires monitoring the metrics related to functioning and performance. For successful running, one has to follow efficient call center management best practices.

Let’s examine the top 5 call center management best practices in detail now.


1. Keep an eye on the churn rate

The churn rate indicates the percentage of customers who end the association in a particular period. The more customers are lost, the more revenue loss occurs.

For a successful business, high retention is of paramount importance. So, it would be best to achieve an excellent overall retention rate. Monitoring the churn rate gives an idea about your retention capabilities. Customer support also plays a crucial role in retention and high churn rates.

Studies indicate that ensuring higher customer satisfaction with the best customer service leads to increased retention.

To ensure a successful business, you must run the customer center effectively.


2. Ensure you track the customer experience regularly

Call centers envisage delivering seamless customer service. These days, call centers have become entirely customer-focused.

All give customer experience top preference, including medium and small businesses. After every interaction, feedback is asked.

Reviews and ratings are also a part of the call center feedback management mechanism—even the call center employee’s KPI clearly states the customer satisfaction goals to measure the performance. Subjected to falling below a threshold, employees are shown the door. Hence, for small and medium businesses, it’s time to initiate practices where the customer is put ahead.

Of course, taking feedback is a challenge, as most customers need to pay more attention to the feedback requests. As per the studies, the success ratio of feedback requests is slightly above 10%. The feedback requests have to be creative to be responsive.

You continuously watch for the customer experience to run your call center successfully.


3. Work on your average queue time

Average queue time directly influences customer satisfaction. The longer a customer has to wait in an automated voice response to speak to an executive, the lesser the customer satisfaction will be.

Likewise, less wait time not only improves customer satisfaction but also boosts the brand image in the eyes of the customer.

A study by Microsoft found that the most popular customer service channel is the phone call compared to email, live chat, chatbot, text message, and all others.

The problem here is the automated IVR would take time to connect to the live person. Most often, this time leads to frustration as well. So, effective call center management must monitor the wait time and continuously strive to reduce that.

It would be best to have a near-direct channel when a customer calls on an urgent requirement or needs assistance immediately.

Live chats or call diversion to self-service should be available if wait times exceed 3 minutes.

Reducing the wait time should be a priority to run a call center successfully.


4. Invest in Analytics

For any improvement, the only source is accurately understanding the status or position. There can’t be a better source than detailed analytics to understand the performance of a call center.

Hence, a good investment in the right analytics is compulsory. Calculating the average wait time when multiple agents are at work is impossible. Likewise, customer happiness also takes a lot of work for call center managers who are looking for advanced analytics to improve the customer experience accurately.

Predictive analytics is the new thing where you can draw a picture with past data to predict what may happen in the future. Advanced data analytics plays a crucial role in running the call center successfully.


5. Group customers into segments

Call center metrics best practices suggest that getting to the bottom of the churning metrics is essential. The mere churning rate alone doesn’t show a clear picture. 

Whether the customers are moving on the ladder to become loyal must also be measured. Likewise, the likelihood of churning also needs to be constantly monitored.

Other essential aspects that need due consideration include the profitability of loyalty. A customer who’s not causing any profit but is loyal adds nothing to the net value. Hence, such accounts need to be closely monitored.

It is widely assumed that digital customers are most profitable as their cost-to-serve is less. However, studies suggest that this leads to over-investment in the medium at the cost of the other, leading to a loss of revenue.

One should use data analytics to identify the most profitable customers. Decide on the value of customer service to the analysis based on the nature of your business.

Customer loyalty software also helps to classify and organize profitable customers into different segments.

Adopt these five call center management best practices, and you will see a definitive improvement in business growth.

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