Free Call Center Advice

By Neil Zawacki
Updated: August 17, 2011

Call centers have become an important part of many small businesses. They can handle dozens of phone calls at the same time and provide a central location for questions to be answered and information to be processed.

Here is some free advice on how to improve your call center:

1) Have your phone message mention the website.

You should always have your automated message bring up your website when callers are on hold. If you’ve set up the website properly, a lot of their questions and issues can be handled there. This can help to reduce queue times and give your employees more time to deal with callers who have more complex issues.

2) Make sure the automated options are easy to use.

Call centers want their customers to make it through the phone tree as quickly as possible. It’s thus important to make sure the available options aren’t too complex or have too many subdirectories. If the person calling gets tired of navigating the menu, you’re out a potential sale.

3) Streamline the agent desktop

Many call centers have desktops that are cluttered with unnecessary applications. This can increase the time it takes for an employee to handle a phone call since they have to find one icon among may. Take the time to simplify the desktop and you can greatly lessen the frustration of both your agents and callers.

4) Create a bulletin board

A bulletin board is a great place for employees to share important news. They can discuss potential issues that have arisen at the call center and come up with ways to solve them. It also keeps the discussion in one space so you don’t have to worry about everyone’s email filling up with the online conversation.

5) Multi-skill your agents

Multi-skilled agents can handle numerous different types of phone calls. This can greatly improve the staff retention of your call center, and provides flexibility when specific employees are not there. It also provides additional variety that can break up the monotony of the daily schedule.

6) Start a quality assurance program

Your call center can always be improved. A quality assurance program can take a look at your procedures, see how they’re utilized, and determine which ones need to be altered. You can also determine whether a particular agent is causing issues that is bringing the rest of the numbers down.

7) Reward your employees

It’s important to keep morale high at a call center, and one of the simplest ways to do this is by rewarding your employees for a job well done. It shows that you appreciate their work and provides incentive for them to continue to do so in the future.

Featured Research
  • 2017 Contact Center Software Cost Guide

    Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more

  • 10 Contact Center Myths Busted

    For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape. more

  • How Workforce Optimization Reduces Agent Attrition

    The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more

  • 7 Common Pain Points Contact Center Software Eliminates

    Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more

  • Contact Center Implementation 101

    Starting, maintaining and growing a successful business is largely dependent on great products and services. That said, there’s another important factor many eager entrepreneurs overlook…customer experience. more