Organization of the work process in the call center
Posted: Tue Dec 24, 2024 9:19 am
1) High performance:
2) Efficiency;
3) Scalability.
Based on this, we identify four main areas:
1. Hardware and software.
A powerful server, high-speed Internet and luxembourg phone numbers specialized programs for call centers that provide database loading, automatic dialing, call recording , data uploading, etc. The less manual labor, the higher the productivity, and therefore the efficiency. Ideally, all the operator should do is talk and record the information received, without being distracted by dialing numbers and searching for data.
2. Trained personnel.
This point is one of the main components of call center efficiency.
What should an operator be like?
Let's start with the basics - correct diction, ability to work with a PC, no fear of telephone conversations. In terms of personal qualities, we pay attention to diligence and perseverance, as well as the ability to quickly grasp new material. A candidate who meets all the above requirements is provided with all the necessary information on the specialty: business etiquette, the basics of sales and "cold calls", rules for identifying needs and working with objections. If there are ready-made training materials, the process of training a person takes 2-3 days.
3.Workplace.
Everything is simple here – a personal computer and a headset. It is not necessary, but still important to have partitions between each workstation. When choosing furniture, keep in mind that it really should be comfortable and ergonomic, because operators spend 90% of their time sitting. Place the main reminders for conducting telephone negotiations nearby, provide a pen and a notepad for notes – that will be ideal!
Don't waste your advertising budget
The call tracking and end-to-end analytics service will show the effectiveness of each source in terms of “from click to sale”.
Get a consultation
4. Scenario.
A competent, clear and convenient script is the last, final detail for solving all the above-mentioned tasks. Depending on the complexity of the project and the training of operators, this can be an information array with sample speech modules or a strictly defined sequence of dialogue with various variations and branches. But in any case, the necessary components of the script are basic information about the promoted services/products/companies, as well as a dialogue scheme.
The presented positions are just the basis, but they allow you to make the work clear, coordinated and controlled. From the management point of view, a call center is a rather complex organizational structure. Therefore, today many call centers provide consulting services on the organization/implementation of similar companies. A reasonable decision would be to contact those who already know how to do this. The depth of assistance and support is not limited - it can be either a full-fledged business plan or instructions on one of the areas of interest to you - technical equipment, personnel training, etc.
If the tasks of your call center are not so global or limited in time, you can avoid all the complicated preparations, save both time and money with ready-made solutions from other call centers - these are outsourcing and outstaffing services. In the first case, all the concerns about your project fall on the shoulders of a third-party call center, in the second case, you rent a workplace together with operators, training and implementing the project yourself, temporarily or on a permanent basis.
The material was provided by the K-Line contact center.
"K-Line" is a modern and effective tool for promoting your services in the Kaliningrad market, in Russia and abroad. The company's capabilities today are not only ready-made telemarketing solutions, but also individual offers that suit the goals and objectives of your company.
2) Efficiency;
3) Scalability.
Based on this, we identify four main areas:
1. Hardware and software.
A powerful server, high-speed Internet and luxembourg phone numbers specialized programs for call centers that provide database loading, automatic dialing, call recording , data uploading, etc. The less manual labor, the higher the productivity, and therefore the efficiency. Ideally, all the operator should do is talk and record the information received, without being distracted by dialing numbers and searching for data.
2. Trained personnel.
This point is one of the main components of call center efficiency.
What should an operator be like?
Let's start with the basics - correct diction, ability to work with a PC, no fear of telephone conversations. In terms of personal qualities, we pay attention to diligence and perseverance, as well as the ability to quickly grasp new material. A candidate who meets all the above requirements is provided with all the necessary information on the specialty: business etiquette, the basics of sales and "cold calls", rules for identifying needs and working with objections. If there are ready-made training materials, the process of training a person takes 2-3 days.
3.Workplace.
Everything is simple here – a personal computer and a headset. It is not necessary, but still important to have partitions between each workstation. When choosing furniture, keep in mind that it really should be comfortable and ergonomic, because operators spend 90% of their time sitting. Place the main reminders for conducting telephone negotiations nearby, provide a pen and a notepad for notes – that will be ideal!
Don't waste your advertising budget
The call tracking and end-to-end analytics service will show the effectiveness of each source in terms of “from click to sale”.
Get a consultation
4. Scenario.
A competent, clear and convenient script is the last, final detail for solving all the above-mentioned tasks. Depending on the complexity of the project and the training of operators, this can be an information array with sample speech modules or a strictly defined sequence of dialogue with various variations and branches. But in any case, the necessary components of the script are basic information about the promoted services/products/companies, as well as a dialogue scheme.
The presented positions are just the basis, but they allow you to make the work clear, coordinated and controlled. From the management point of view, a call center is a rather complex organizational structure. Therefore, today many call centers provide consulting services on the organization/implementation of similar companies. A reasonable decision would be to contact those who already know how to do this. The depth of assistance and support is not limited - it can be either a full-fledged business plan or instructions on one of the areas of interest to you - technical equipment, personnel training, etc.
If the tasks of your call center are not so global or limited in time, you can avoid all the complicated preparations, save both time and money with ready-made solutions from other call centers - these are outsourcing and outstaffing services. In the first case, all the concerns about your project fall on the shoulders of a third-party call center, in the second case, you rent a workplace together with operators, training and implementing the project yourself, temporarily or on a permanent basis.
The material was provided by the K-Line contact center.
"K-Line" is a modern and effective tool for promoting your services in the Kaliningrad market, in Russia and abroad. The company's capabilities today are not only ready-made telemarketing solutions, but also individual offers that suit the goals and objectives of your company.