3 Tips to Help You Build a Call Center From Scratch
If you’re concerned about customer satisfaction, you might be considering a call center for your business. But how do you do it?
A call center is a great way to make sure your customers have their needs met, and it’s easier to build one than you might think. Here are three tips to help you build a call center from scratch.
Choose cloud-based software
Cloud-based software is the best way to make sure your call center is accessible and affordable. This software allows your call center to be web-based, which means your agents can access it from anywhere in the world. You’ll be able to hire the most skilled agents without being restricted to your location, and your agents will be less likely to leave their position if they can work from home.
Cloud software also ensures that you don’t spend money on costly equipment. You never have to purchase anything for a physical system, which means you can adjust your system as needed without adding or removing any equipment. This will ultimately save you time and money; the convenience of a web-based system really can’t be beat.
Consider your clients when implementing features
It’s important to use all the data you have on your clients to determine what features to add to your call center. After you’ve considered this information, you can decide what you would like to include in your call center. Obviously, you want to implement the best possible features for your business. Automatic call distribution (ACD) helps you take everything you considered about your clients and use that knowledge to meet their needs.
ACD can direct customers to the last agent they spoke with, which helps lessen time needed for the customer to explain the issue or the agent to check the customer’s record. ACD can also connect customers to agents who speak their native language, and since more than 15 percent of American adults speak a language other than English at home, this can be extremely valuable.
ACD can even match up callers and agents based on the agents’ skills. When you hire agents, you can assess their skills and use that data to match the proper agents with the right callers.
Use an omnichannel platform
Call centers used to have to rely on traditional phone calls. This meant callers would be forced to endure long wait times or painful phone calls. Thankfully, that’s now just one of many options your customers can use to contact a call center. 96 percent of Americans now own cell phones, which means there are plenty of other methods of communication that are more convenient for your customers.
An omnichannel platform lets your customers contact the call center in a variety of ways: traditional phone calls, video calls, online messages, and even text messages. This means your customers can choose whatever method works best for them at the time. And even better, your clients can change modes in the middle of their conversation with an agent.
Callers can switch from a phone call to a text message conversation without any interruption. This will increase customer satisfaction and continuity of service, making an omnichannel call center platform invaluable to your company.
If you follow these tips, you’re sure to have a successful call center up and running in no time. Your customers will be thankful for the level of service they receive and your business will reap the benefits.