Call center services are an indispensable part of an enterprise’s day-to-day work operations. They are like a backbone, on which, the entire fate of a business operation hinges upon. It wasn’t the case just a few years ago, but as more power is vested in customers, call center outsourcing services have become inextricable.
Call Management vs. Call Center Management
Many amateurs in the call center industry might get confused with the terms call management and call center management. The two are actually quite different, but both have a huge bearing on the way call center services shape up.
Call center management is all about management of agents, infrastructure, services and real-estate. On the other hand, call management deals with how an agent performs over the call i.e. the communication aspect of a call center operation.
Most call center outsourcing companies have call center management nailed down to a tee, but call management is a different matter altogether. Without proper management of the ebb and flow of a call, it is impossible to get the right results.
Key Aspects of Call Management for a Call Center Outsourcing Company
To be very honest, call management can make or break a company’s image in front of the customers. A call center outsourcing company that specializes in call management and trains its agents in a suitable manner can become an asset. Have a look at some key aspects of call management:
Opening and closing
Putting the best foot forward at the start of the call helps an agent build rapport with the caller. Branding of call, salutation and an opening spirit are vital aspects of opening. While closing the call, the agents need to paraphrase, summarize the call and ask customers if they would like help on some other issue before they put the receiver down.
It involves troubleshooting or query resolution, depending on the process. Most companies have a guideline for how to convey information and resolve queries. Besides that, agents need to show common sense and display empathy at every step. A balance of professionalism with a bit of friendliness (should never be overdone) is the right approach. Do not be exceptional, just be consistent and accurate.
Hold, mute and transfer
Although hold, mute and transfer are not required on every call, they are vital when needed and should be done correctly. Mute should be avoided at all call. Hold and transfer protocol should be followed to the letter.
Outsource call center to a company that knows exactly how to manage call, and you give yourself the best chance to maximize customer satisfaction.
Call management is a vital part of call center outsourcing services. At every stage of the call, the agent needs to be mindful of maintaining a systematic flow of communication. Company protocols need to be followed for opening and closing along with hold and transfer. However, customer care reps should also display common sense and show empathy to maximize the quality of communication and improve customer satisfaction ratings.