What makes a Call Center Great?

Call center, a physical place where customers are handled by an association, usually with some amount of computer automation. Characteristically, a call center has the ability to handle a considerable volume of calls at the same time, to filter calls and forward them to someone qualified to address their concerns, and to log calls. Call centers are used by directory assistance companies, telemarketing companies, online market companies, product help desks, and any large business that uses the telephone to sell or service products and services.

There are three factors that are dependent with each other that makes a great Call center. These factors are Efficiency, Customer satisfaction and Revenue generation.

Efficiency, the ability of being effective without wasting time or effort or expense. When a customer contacts your center, they would want a fast, efficient answers to their questions, they want the same thing every customer desires and that is customer satisfaction.

Customer satisfaction occurs when a call center deliver what the customer wants, when and how they want it. Persons highly skilled in customer service understands that the customer doesn’t always articulate what they want, Sometimes you must dig for it, investigate. Once you have determined the reason why the customer contacted you in the first place, you will be able to determine ways to help him/her. The more you know about the customers concern, the better you will be able to help them, resulting to one satisfied customer.

Revenue generation is the lifeblood of any organization, good revenue generation will not happen without satisfied customers and the more efficient the call center, the more time is available for generating revenue. Efficiency can’t be achieved without Good revenue generation and Customer satisfaction. For example, when a call center fails to seek a customer on the first attempt, revenue isn’t maximize because customer who really wanted the service/product must call back to get what they wanted. This creates inefficiency by duplication of effort, it also represents poor service as it makes the customer do more work to get what they wanted when they initiated the first call. Our company, Global Response produce quality agents that gets the job done with little waste of time and energy. Inspired and driven to satisfy customers’ needs, resulting to additional and continuous revenue for our clients.

Call Center Family

Helping the world’s leading retailer’s progress in their journey towards excellent performance is a remarkable experience for Global response.

We believe that the success in every call center is based on how they manage their employees. Different factors comes into play when call center performance is tackled, however, one of the most important performance booster for call centers is employee management. We at Global Response value our employees, we treat them as a family, because we believe that treating every employee like family is the right thing to do. When agents are happy, customers are happy, they stay longer, and the longer they stay, the more they know.

Global Response takes pride in our employee retention rate, it is the envy of our industry. Most of our agents have been with us for years. Providing career path is one of Global Response’s goal, we would like our agents to grow with us. We encourage employees to apply for team leader, supervisor and management openings.

Treating people with dignity and respect is ingrained in each and every employee of Global Response. Our “open door” policy applies to every agent. Because we would like hear what our employees have to say, and we make sure we address all their concerns as well. We compensate employees at above-industry averages, and we offer a wide array of employee benefits. Global Response began offering paid child-care benefits when it was unheard of, gaining favorable attention from the The Wall Street Journal.

Other benefits that we offer to our employees include flexible scheduling, health, dental, disability and accident insurance, a 401K plan, paid vacation and personal leaves. We also offer tuition subsidies for qualified employees.

A variety of employee incentive programs are also offered in Global Response. Our performance and attendance programs includes theme park coupons, premium parking spaces, client merchandise discounts and awards.

The success of our company depends on our employees, they are the bread and butter of this company. The reason why we achieved so much in the past years is because of their hardwork and dedication to their family, Global Response.

E-Learning Solution

In every call center, when we heard the word workforce management software we tend to think about the agents shift depending on the volume of the calls. Workforce management scheduled representatives according to the high and low call volume. Most call centers is dealing with their staff’s training and coaching problem that leads agents not to performing the role very well.

Call center companies now realize the importance of e-learning system. Instead of having overtime for training why don’t use of the time with fewer calls coming in and take advantage of it using e-learning solution. With this, training schedules are effectively and more likely to get followed by the agents. This web-based e-learning solution can be done during shift on their desk or in any end point on the contact center network.

The problem is how training and coaching are scheduled. We often think of a schedule that is precise so that it will not have a negative effect on customer interaction and services.

Global Response is currently working on it and making sure that it will not only serve the customer well but also treat the staff right.

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The world’s most prestigious brands trust Global Response Call Center with their single most important asset: their customers. Find Out Why.