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In terms of technology used call centers india is second to none and has successfully launched India's one and only end to end CISCO based IP network call center by the name Vcare Care Call Centers India (P) Ltd, based out of a small suburb in the national capital territory region, This center has all the modern facilities a center must have and is situated in a huge campus spanning more than 11000 sq. ft, employing over 400

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Manage a Massive Work Force in an International Call Center - Read It now!

Workforce management is one of the most conversed topics in the international call centers but hardly a very few of them takes some course of action to develop or build a new strategy and bring better management in the entire process.

Experts have deeply analyzed the aspects that can improve the entire stages of operations and sort out the main reasons responsible for bringing a change. Here are some of the few points that can expand the certainty of a call center's workload and staffing requirements and the management:

Highlight the Quality Standards: The performance of the team can be sometimes in a great confusion when the preset targets are high. There are certain times when the service level and quality does not match and result in pitiable quality complimented by will negatively effect. This can lead to repetitive call process and the work and effort of the agent can be doubled with poor overall results. Therefore, to eliminate this factor permanently it is recommended for the inbound call centers to handle calls efficiently and correctly.

Supervise Non-phone Activities: Whether it is an inbound call center or outbound call center it is great challenge to forecast the non-phone activities. Though it is not impossible but only few experience people can smell it and make some assumption. The analysis can be made on the basis of call load and reports on non-phone activity. Check for these activities manually and scrutinize the tracking capabilities of your ACD and computer database.

Improved Communication with Prime Clients: The results of the call center operations can also be a bigger hit when the development of a friendly relation is established with the key clients. Update all the recent activities that are being communicated from the client’s side and pass it on to the entire team. This will make the team understand the perquisites and hence result to a better performance.

Instruct the Callers: The telesales persons the best to judge the customer activity. In order to lessen the amount of inbound calls, they should be well instructed about the other communication channels that can make the process easier and communicable. For example, fax, email, or Web enhanced services are really effective in inbound call centers.

Reduce Transferred And Escalated Calls: When the rate of transferred and escalated calls crosses the limits in an outbound call center, the workload forecast can be disturbed. It is advisable that immediate steps should be taken to resolve the root causes and the agents and the management should be imparted adequate training, and update about the incomplete or missing database information. Follow the above mentioned points it would be easier to bring a better control over the major operations that takes place in an international call center.
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