What Makes Up a Successful Call Center?

“Thank you for calling ABC company. This is Sarah. How can I help you today?” “Oh you’re a real person? That’s great!” “I sure am! How can I help you?”

“You’ve reached ABC company. We are not able to take your call right now, but if you leave us a detailed message, we will get back to you as soon as possible. Have a great day!” *Click (calls your competitor).

Of those two scenarios, which sounds better for your company? Often the chance to secure business or lose it comes down to the interaction your customer has on the phone. But it is unreasonable to expect you to answer your phone at all hours of the day and night. This is why many companies opt for a call center. But you want that call center to be successful. Usually, what that means is that you want your call center calls to always secure business for you. Read on for some of the characteristics to look for to make sure that your call center is successful.

Customer Service Excellence

Excellent customer service is going to be the name of the game for most call centers. After all, if you weren’t worried about customer service, you probably wouldn’t have a call center at all. Good phone interactions have been shown to result in increased brand loyalty and good online reviews. So how do you know that your phone reps are performing how you need them to be? The key to ensuring good customer service is to track your data. Voice analytics allow you to record phone interactions and search for specific keywords and phrases. Most software can also compile metrics including call volume, call lose, call length, and successful resolutions. Make sure that you are monitoring this data and having additional training as needed.

Complete Compliance

A successful call center is also a safe and secure one. Make sure that your call center is completely compliant in terms of internet safety and protocols. They must do everything they can to minimize risk and they must follow all regulations. 

High-Tech Tools

The telephone may be nearly 150 years old, but you don’t want your call center’s tech to be outdated at all. A successful call center will have up-to-date technology, including software that seamlessly integrates user accessibility and valuable tools. These tools can help improve customer experience and employee efficiency.

Phone System Solutions from Delta Intellicom

Want to learn more about the ways we can help improve your business? Delta Intellicom can satisfy all of your telecommunication needs, whether you need help with your new VoIP system or just want to streamline your existing office phone network. We have served the Maryland, Washington, D.C, Northern Virginia, and Pennsylvania areas for over 20 years and offer an unparalleled customer experience. We have the expertise and products to fulfill all of your phone service and data needs. For more information, contact us online or give us a call at 1-800-946-3358. For more tips, follow us on Facebook, Twitter, and Pinterest.