Simply, call center is a location where crucial customer interactions take place through telephone calls. Being a place of customer interaction, call centers are responsible for answering telephone calls and resolving all sorts of queries, asked by customers. From handling customer contacts to creating daily work schedules, call centers of all sizes and types do a lot of activities to make their customers happy and satisfied, and help clients solve their business targets amicably. Mentioned-below are six major operational functions of almost all big or small-sized call centers in the US as well as other parts of the world. These include:
Workforce management: It involves creating work schedules, forecasting calls, managing daily service levels and calculating the optimal number of the front line staff.
Quality management: To handle quality customer communications, this function is related to call monitoring, customer surveying, training and performance assessment.
Technology management: An effective management of all technologies in call centers includes implementation, acquisition and ongoing maintenance and management.
. Reporting and communications: It relates to managing the flow of information at central locations as well as business units so they multiple reports can be easily generated on the daily basis. Financial management: It is associated with the creation and management of an operating budget, capital budget and financial procedures to evaluate ROI.
Risk management: It is directly associated to the disaster recovery and contingency plans to assess risk and induce the potential solutions.
Robb Auber, CEO at reputed call center Teleiman, successfully controls these six call center operational functions to get the best out of existing resources and offers customers successful and economic solutions matching their specific business needs. He is a goal-focused and results-oriented call center specialist for all types of call center operations. Auber has 15+ years of comprehensive experience in structuring:
Workforce management: It involves creating work schedules, forecasting calls, managing daily service levels and calculating the optimal number of the front line staff.
Quality management: To handle quality customer communications, this function is related to call monitoring, customer surveying, training and performance assessment.
Technology management: An effective management of all technologies in call centers includes implementation, acquisition and ongoing maintenance and management.
. Reporting and communications: It relates to managing the flow of information at central locations as well as business units so they multiple reports can be easily generated on the daily basis. Financial management: It is associated with the creation and management of an operating budget, capital budget and financial procedures to evaluate ROI.
Risk management: It is directly associated to the disaster recovery and contingency plans to assess risk and induce the potential solutions.
Robb Auber, CEO at reputed call center Teleiman, successfully controls these six call center operational functions to get the best out of existing resources and offers customers successful and economic solutions matching their specific business needs. He is a goal-focused and results-oriented call center specialist for all types of call center operations. Auber has 15+ years of comprehensive experience in structuring:
- High-performing call center management.
- Staff management.
- BPO models.
- Streamlining processes.
- Implementing supporting technology.
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