Calculate, based on your call statistics. Determine the best the best time to middle east mobile number list call a certain category of customers.
You can also segment your customer base and call each category at a specific time that is best for them.
Most call centers call people from pre-prepared databases without prior preparation for the call – without studying the demographic characteristics of the clients on the lists.
6. Block rude callers
A common problem in a call center is working with rude. Determine the best coarse and aggressive callers.
Although your company’s policy may be to treat all types of people equally, there are some people you may not want to continue communicating with.
One call center I visited recently had a problem with a caller who when setting and developing individual plans, be ambitious but reasonable. kept calling the sales line and asking the operator or manager what kind of underwear she was wearing.
The contact center solved the problem by adding the caller’s number to a special list, which processed and routed the call as needed – playing a permanent “busy” tone. Since the solution was implemented, the call center recorded 23 calls from this client and only after 2 weeks the calls stopped.
7. Automate paperwork
Do you still have a lot of paper documents involved in your processes? Automate them!
I am extremely surprised by how much paperwork is involved in the call center processes. Reminders, acts and invoices, requests on stickers, lunch orders, business cards, parking tickets, certificates… it’s amazing how much we can generate!
Much of this can be automated, either through web forms on an intranet or through regular email.
So isn’t it time to get rid of paper?
Organize an Operational Improvement Team
Organize a team whose primary task will be to promote best practices in your organization.
Here’s a simple idea: Organize an operational improvement team.
The basic idea is to find out “what good looks like” (what good means and what it should be) and to transfer those decisions to all parts of the organization.
- What does a good phone conversation chine directory sound like? Could this conversation be a “Winner of the Month”? Could this conversation be part of a training program?
- What would a good answer to a customer’s question sound like? Could this answer become part of the organization’s knowledge base or FAQ?
- What does a good training session look like? Can the training methodology be transferred to other departments?
All of these answers don’t necessarily have to be used internally. Can you share these insights and ideas with other organizations in your sector or area?
Once you ha