The Accidental Call Center

You are managing a successful business. Everything is going well. So well, in fact, that your team is now fielding so many questions and assisting so many customers that you have implemented an awesome new call routing system and hired a small team of customer service reps. That’s when the complaints start coming in… hold times are too high… the customer never received a response… conflicting information was provided…

What happened?

Call Center technology is immeasurably helpful in managing high volumes of interactions but technology is not enough. Business Process Outsourcing, or a contracted call center, is very popular and can be practical for good reason. Call Centers are a specialized and complex business so it can be a challenge to run them successfully. This is not an advertisement for hiring an outside agency, it may or may not be practical or the best solution for your business (We’ll address to BPO or not to BPO in a future post). Today we will identify five areas to consider to make your “accidental call center” successful.