How to Keep a Call Centre Running Smoothly

We know that efficiency saves time, money and resources. So, a smooth running call centre is in the interests of both the business and its customers. We have put together some useful tips on how to ensure that your call centre is operating at optimum levels.
The Telephone System:
Technology is key to maximising efficiency. Modern business telephone systems offer a huge array of tools to benefit call centres. Take advantage of the technology that’s available to you, nowadays. The integration of tools such as call management, intelligent call routing and your CRM can increase productivity and help you to deliver a better service to your customers. Consider investing in a phone system that supports Unified Communications technology, which is designed to increase efficiency.
The telephone system is a business tool that needs to be properly looked after, to ensure reliability. Just as people need regular health check-ups, so too does your heavy duty, much-used telephone system. We strongly recommend investing a telephone system maintenance contract, as this will help to extend the life of your phone system and minimise costly outages.
During routine maintenance, a problem can be detected before it becomes a serious issue, so be proactive about your call centre’s ability to function and it will save the company money in the long term.
Emergency call-outs and parts cost much more than the sum of a contract, so it’s a highly cost-effective option, particularly for call centres as they depend heavily on their phone systems. Response and turnaround times will be quicker with a maintenance agreement in place. Factor in the hours or days of lost business, customer dissatisfaction and the potential hit to your reputation and a maintenance contract becomes vital if you want to be fully operative.
Expert telephone support is frequently part of a contract, which means that you may be able to resolve an issue with remote assistance and without a call-out being necessary, something that wouldn’t be possible without instant professional advice.
People Power:
Customer service can only be enhanced by having happy, trained, effective staff on board. If you don’t invest in the morale and knowledge of your staff, then you’re costing your business money. Praise, share effective procedures, use role play, recorded calls and form self-development plans to inspire your call centre workers.
A high turnover of staff indicates a problem. At any time, one third of employees are considering an exit from their current job. If employees feel that they are not being paid enough for their time and expertise, they will be more inclined to leave.
Staff should feel valued and integral to your business operations. Create loyalty and shared goals so that work becomes about a team that’s striving for the same result. People move jobs less often if they are in a productive team because they don’t want to let other people down. If workers can build rapport with clients, then this too brings a feeling of belonging.
Flexible and home working are becoming ever more popular and, with the right technology, your staff can be an asset to your call centre wherever they are.

So, are you delivering the best performance in your call centre? If you would like more information about communications technology for call centres, contact Midland Networks today. We also offer competitively priced telephone system maintenance across Birmingham and the West Midlands. Call us on 0800 849 8585