How to manage a call center ? it is little difficult rather then to give an existance of a call center. What are the necessary aspects for managing a call center I am sharing with you.
Management of call centres involves balancing the requirements of cost effectiveness and service. Callers do not wish to wait in exorbitantly long queues until they can be helped and so management must provide sufficient staff and inbound capacity to ensure that the quality of service is maintained. However, staff costs generally form more than half the cost of running a call centre and so management must minimise the number of staff present.
To perform this balancing act, call centre managers make use of demand estimation, Telecommunication forecasting and dimensioning techniques to determine the level of staff required at any time. Managers must take into account staff tea and lunch breaks and must determine the number of agents required on duty at any one time.
Management of a call center function, either direct management or via an outsource call center arrangement, is far from a trivial undertaking. The requisite tasks and issues are many and varied:
| I | How do you apply best practice? |
| II | Are your service level agreements (SLA’s) up to scratch? Do you have them? |
| III | Ditto the service level requirements document! |
| IV | How do you audit/review your operations or management practices? |
| V | For call centre outsourcing, what about your contract? Is your transition plan adequate? |
| VI | Do you personally have a complete understanding of service desk and call center best practices and planning? What about your management team? |
If any of the above issues are important to you… we strongly recommend that you study first carefully!!
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Call Centers India Inc.
Posted by: Sales & Marketing Team
