Business call centers carry out a vital function within companies, although many executives fail to recognize this. A business leader might know they have to have one, but they don’t necessarily understand them. Below are five things you may not know about call centers.
Call Center Assets
When a business owner or manager walks into a call center, they often tend to view the computers and other equipment as the call center’s principal assets. But since the workers in the room account for roughly 70% of the average call center’s operational costs, they are the major asset for the call center. Unfortunately, many companies fail to recognize the importance of investing sufficient time and money in training these individuals properly. This is why call centers have such a problem with employee retention.
Time Is Relative
Business owners need to remember that a call center manager will have to schedule very irregular hours for the workers. For example, Monday is usually the busiest day of the week for a call center, since people finally turn to paying the bills with the money they have left from their Friday paychecks. Also, people tend to make such calls after work. Because of this, call centers will usually have to have more workers available on Monday or later in the day.
Technology Needs to Help Not Hinder
Frequently, the technology provided in a call center has been cobbled together over the years and doesn’t necessarily work well together. For call centers to operate effectively for the customer and efficiently for the company, it’s a smart idea for businesses to conduct technology reviews to ensure any equipment or software in the call center is relatively up-to-date and actually helping the workers.
Call Centers As Research Tools
Because call center workers speak to the customers on a daily basis, they have a much better understanding of customer opinions and needs than most other people in the company. In their phone conversations, these workers learn what the customer concerns are, what they are complaining about and even what the competition may be up to. Call centers should use these workers as a valuable source of customer data.
Call Center Manager Limitations
Any call center is going to have a designated manager (or managers). This individual will spend every day dealing with immediate concerns and one challenge after another. Since call center managers spend the majority of their time putting out fires, they rarely have the opportunity to look at the big picture. A business that wants to plan for major changes in their call center may have to rely on someone other than the call center manager to plan such changes.