Running a Call Center
It can be difficult to keep your customer service and your call center running at the same time. However, the only way to effectively accomplish this is to set up a dedicated call center where the employees have all the time in the world to attend to your needs. The first thing to consider when setting up a call center is that you need a way to schedule them so that they are not having to work too hard trying to get their tasks completed.
Typically, your employees will need to be able to come in between nine and five on Monday through Friday and leave by seven or eight in the evening. While this schedule may be okay for someone who is not in your business, it is not necessarily going to be right for your business. You need your customers to be able to call you at any time of the day or night in order to help you resolve their problems. Your staff has to be able to deal with them so that you do not have to wait on hold for an extended period of time.
In order to properly handle your telephone call center, 24/7 operation, you must use one of the automated call answering services that are available on the Internet. These services are able to take care of all of the tasks that you would normally have your employees do.
Before the first customer even calls you, you will be able to receive their call and respond to it as soon as possible. The automatic programs that are available on the Internet can be programmed to immediately set up a voice mail box and send the appropriate messages to the customer and all of the other employees.
Once you receive the customer’s call, you will be able to quickly create an agenda and schedule an appointment with the customer. When the schedule is completed, the automated system will inform all of the employees of the time and date that the meeting will be taking place. The employees will be alerted of the new appointment so that they can be available to assist the customer.
The staff will be able to use the telephone and make phone calls without interrupting the service that they are providing to the customer. If the customer decides to be uncooperative, you will be able to have the company hang up on the line and notify the customer that they will have to contact you directly instead of using the automated system. This is necessary in order to ensure that the customer receives all of the information that they need to make their decisions.
Establishing Rules With Customer
You also need to establish a few basic rules with your customer. Make sure that all of your employees know how to tell a customer that they will have to go to your office. The customer should never be told to go to the customer service department in order to receive a problem resolution assistance.
The customer should never be asked to leave your business in order to solve a problem. If you have an employee that is attempting to talk to a customer and they are getting no response, it is important that you remind the employee that they have the option of hanging up the phone and calling back later. If they refuse to follow this rule, you should tell them that the customer service representative is on the phone to tell them that they cannot be on the phone with that customer for another twenty-four hours.
Good customer service begins with you as the owner of the business. The reason that you feel the need to keep the employees busy is because you want to make sure that you have a trained staff of experts who are capable of resolving the problems that are brought to your call center. Therefore, if you do not make it a priority to schedule these calls, you will not have any business whatsoever.
Your call center needs to be running on a schedule that you have established. This is necessary for the benefit of your customers and you as well. If you allow your customers to call and get no help, they will eventually stop calling and that will be detrimental to your business.
Another area that you want to make sure is taken care of at your call center is your customer’s satisfaction. You need to have a policy that guarantees that your customer will not be surprised with a treatment that is contrary to what they expect from you. and you want to make sure that your employees are always there to correct any problems that they may experience with your company.