If the productivity of your call centre struggles to take off and you are looking for a way to optimise it, you are in the right place. In this article I explain to you how to improve call centre activity in a prudent way and without spending excessive amounts. First of all you have to understand why your inbound call centre activity is not working and what the factors are that are holding back its growth.
How to open a successful call centre? First of all you have to identify the KPIs (Key Performance Indicators), that is, the indicators that act as a sounding board for your performance. By making use of these indicators you can measure the level of productivity of your company, identify its critical issues and make the necessary corrective measures.
We Are Fiber supports you with cutting-edge instruments and software, to give new impetus to your call centre activity. Click here to discover the services offered by the company for SMEs.
The multichannel dimension of the call centre
In the collective imagination the call centre is perceived as a workstation where operators answer customers’ phone calls. It is certainly so, but this concept must be broadened from a multichannel perspective. In practice the operator, in addition to answering phone calls, must also be able to manage chats, messages, emails and possibly social networks.
It might seem a titanic undertaking, but in reality, thanks to modern software, operators can manage all customers’ requests on the various channels with great convenience. A more organised and structured management of the activity is therefore guaranteed, improving productivity and providing a clear and transparent answer to customers, to the benefit of the reliability and professionalism of the company.
What is the average handling time?
For a winning inbound call centre it is important to understand the concept of the average handling time, also known by the acronym AHT (Average Handling Time). The average handling time includes the phase of the telephone conversation with the customer and the one needed to draw up a report on the call. Never as in this case does the saying “time is money” apply, since the number of phone calls to manage can be very large and therefore it is necessary to answer and resolve every doubt and issue in a short time.
We Are Fiber has modern, easy-to-use software that lowers the times for managing phone calls and improves the overall productivity of the call centre.
Customer satisfaction
The customer is the fulcrum around which the entire call centre activity revolves. Their satisfaction, in fact, is the yardstick for understanding whether your telephone support service works or not. In this regard, surveys are recommended using the Likert scale, which uses a score ranging from 1 to 5.
The CSAT (Customer Satisfaction Score) indicator, which measures precisely customer satisfaction, is closely linked to the FCR (First Call Resolution), that is, to the operator’s ability to solve the customer’s problem already at the first contact. In that case the verification of the customer’s degree of satisfaction is provided for immediately afterwards.
It is one of the indicators most appreciated by companies, since it optimises productivity and improves customer satisfaction
In addition to solving problems in a short time (so it is necessary to adequately train the operators), it is also appropriate to lower the customers’ waiting time for an excellent user experience. The two things are closely interconnected: the faster the resolution time of the critical issues, the more operators will be available and consequently the shorter the customers’ wait.
Opening a call centre in Albania is worthwhile: here’s why
We Are Fiber has several call centres in Albania, an increasingly convenient solution both from an economic and a logistical point of view.
Undoubtedly the main advantage is represented by the lower labour cost. The cost of an Albanian operator is almost 1/3 compared to an Italian one, so relocation is a very popular solution among businesses. The salary, even if lower, is calibrated to the cost of living and in fact many Albanian students decide to work as telephone operators, combining the activity with their studies.
Someone might object that an Albanian is not able to speak Italian well and therefore not make themselves understood. In reality the level of education is very high; indeed, Italian is a much-studied language precisely because it opens the doors to various jobs. You should therefore not have prejudices since, with the exception of the accent, Albanian operators speak and understand Italian perfectly.
How to open a call centre: useful tips
If you do not yet have a call centre and have to start from scratch, you have to carefully assess some aspects. Do you have a small company and a limited budget? Then I advise you to start with a 3-workstation call centre, and then expand it at a later time if your business begins to take off.
Telephone operators must be chosen carefully, favouring those who are familiar with modern technologies, but also able to relate to the public and with excellent problem solving abilities. Draw up a detailed business plan, keeping costs and revenues under control in order to carefully choose the future strategies.
For all these operations you can turn to We Are Fiber, the right partner for businesses and companies that want to stand out with style from their competitors.
Discover how we can help your company; our team of experts is at YOUR complete disposal. Contact us!
Email: info@wearefiber.com
Phone (It): +39 024 210 1122
Phone (UK): +44 203 870 4408
