A Call Center Service is equipped with many advanced technologies such as smart call allocation software, multi-channel call routing, call recording, reporting software, integrated screen interface, automatic callback support...etc.
So the article below would like to introduce to usa fax data MiCXM readers 10 things to know about a Call Center Service.
1. 70% of the operating costs for Call Center Services are for human costs
It must be affirmed that people are the main factor bringing success to the Enterprise.
And some studies on business operations show that 70% of the cost of business operations is for human costs.
Because humans are in charge of direct customer interaction, not machines or technology.
Therefore, people are an extremely important part of the operation of Call Center Services.
Therefore, businesses need to organize advanced training courses for their employees. This can ensure that the Call Center Service operates most effectively.
Contact center services
2. Forecasting and resource allocation is the biggest challenge
Have you ever wanted to buy an item but called the hotline number of the seller but the line was always busy?
Or when your home internet connection is down but the hotline number keeps getting busy?
Were you satisfied with the service from the supplier at that time?
Definitely not!
The problem of allocating human resources for Call Center Services is the biggest challenge for Business managers.
What makes this task difficult is having to accurately predict and plan staffing for times when there are high call volumes, and times when there are no calls.
In case of wrong prediction, the number of calls in the queue increases, the number of current agents is not enough to receive calls, which will reduce customer satisfaction and put more pressure on employees.
Or vice versa, having too many employees on duty while there are only a few incoming calls will increase the cost per call (CPC).
