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Gurgaon,
Haryana, India - Delhi NCR City
Gurgaon Business - Doing Business
in India
Call Centre Operations
Operational excellence in the Call Center
is like organizing and managing a successful event. Knowing the correct
procedures of operations to excel and succeed to meet and exceed the
customer requirements, their retention is a key to achieving operating
organizational goals. By letting operational technologies unburden routine
tasks, the call centers are capable of assuming any type of call campaigns
at a lower cost.
Whether the need for reduced turnover,
improved sales and service, or address of training and development issues,
the call centers deliver the right tools to improve the quality of operations
for the clients and subsequent achievement of goals.
The essential features of call center
operations include :
-
Organization
design and staff planning
Assessing organizational and personnel needs
Defining functions and creating job descriptions
Training and coaching programs.
-
Call Center
Managers
Different criteria for hiring supervisors
Training recommendations
Roles and responsibilities of the Managers
Professional development for Managers
-
Customer
service representatives (CSRs)
Qualities to look for in the CSRs while hiring them
Processes for developing CSR knowledge, skills and abilities
Measuring CSR performance
-
Quality Assurance
Programs
Defining QA measurements
Developing measurement methodologies and processes
Improving the feedback process for CSRs
Future changes and recommendations in quality monitoring
-
Improvement
initiatives
Changes with impact on call center efficiency
Overall ranking of improvement initiatives
-
Future improvement
initiatives
Short-term changes planned
Long-term changes planned
-
Outsourcing
Business reasons for outsourcing
-
Performance
objectives
Customer satisfaction performance objectives
Ranking of performance objectives
Biggest mistakes in CRM
-
Customer
Relationship Management
Elements of CRM strategy and its challenges
Negative and positive reactions to CRM
-
Work-flow
systems and procedures
Process mapping and developing service agreements and procedures
Defining compensation plans
-
Change Management
programs
This generates the positive gains desired throughout the organization
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"Sell
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