Setting
up call center infrastructure is different than that of a regular office
environment. It is required to focus on specific points while setting up call
center infrastructure. Surviving the call center environment as a fresher needs
adequate facilities, comfort and health security. Moreover, it is to be kept in
mind that an employee shall spend long hours and even do night shifts in the
office. Some of the ways that will benefit employees as well as sum up to a
reasonable amount for the owner or service provider will be discussed further.
1. Automated response facilities
According
to Creaghan Harry, technology has influenced the BPO industry in efficient
ways. Sometimes the call volume is extremely high due to which the performance
level of employees become low. The adequate number of supervisors is required
every now on then to assist a new candidate, which becomes a difficult task for
the entire team.
The idea of automated response facility is to
solve the close-ended queries of customers, such as a specific timing of a
particular service, time slots, opening or closing hours, brand names, a name
of a website, a contact number, etc.
2. The need for technical experts
or professionals
As
per Creaghan Harry, the budget is an important factor,
when it comes to setting up call center infrastructure. You need to make sure,
that employees are not facing additional issues while performing on the floor.
It involves the quality and longevity of the equipment and devices they are
using. Problems with headphones, curly, transmitters are an upcoming and
standard issue in call centers. It can not only lower the performance level but
also promote employee dissatisfaction.
Equipment
is likely to get damaged and cannot work for more than a specific period.
Whether you are running an in-house call center or using a third party
involvement, the motive is to stay in contact with adequate suppliers. It is
better to depend on reliable supplying sources and not change the sources
frequently.
There
is no lack of urgent or crisis situations in a call center which shall demand
sufficient rounds of checking and monitoring by the management team. It will
help the management to understand important feedbacks coming from agents and
resolve them quickly.
CDR
is one of the critical commodities used in the call center that makes
performance analysis, tracking records and generating reports much simpler.
Agent performance level can be traced accordingly which provides the adequate understanding
of the long-term pros and cons involved in performance levels.
However,
apart from the mentioned infrastructure equipment, agents shall also be
provided with proper health and security facilities. Call centers are
air-conditioned, as it is a teamwork environment and it is likely for workers
to feel suffocated. Agents allocated for night shifts shall have a different
set of expectation altogether, which is pretty apparent. Expectations like an
adequate amount of water, washroom commodities should be available twenty-four
seven to avoid hygienic issues. Feedback is a great way to drill down to the
daily matters agents are facing irrespective of gender and put sufficient
effort into overall employee wellbeing.
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