Redesign and manage call center

Our goal is not only to meet customer expectations but to exceed them, building lasting relationships that translate to sustained business growth.    We must generate new strategy for our call center (contact center) . This course will teach you how to redesign and manage your call center (contact center). Or if you want to establish your own callcenter where to start to build this service.

This course will teach you:

redesign a Customer Access Strategy

Redesign upgrade your call center (contact center)

CRM Software Value Proposition

Increase first contact resolution

Personalize customer experience

Build a better infrastructure

Consider the possibilities for your customers

Reduce handle times

Increase revenue

Let’s find out what referral rate is?

The performance of a call center and the behavior of an agent (gatekeeper) mainly depend on the prescribed referral rate (the rate at which work is routed from generalists to specialists). If a call is too difficult be handled and solved by the gatekeeper, he or she refers the call to a specialist.

1. Estimate call volumes and call volume ramp up over initial months of operation

2. Establish call center hours of operation

3. Estimate call center size and staffing requirements

4. Model the organizational structure of the call center, for now and in the future

5. Map layout of call center, including furniture requirements

6. Obtain appropriate hardware and software to enhance call center capabilities

7. Perform user acceptance testing

8. Create a disaster recovery plan

Calculate and reduce average holding time.

Reduce first call resolution.