One of the most important aspects of managing a call center, aside from ensuring overall customer satisfaction, is maintaining optimal employee production levels on a day-to-day basis. A missed task or lost phone call here and there can mean the loss of customers and profits when all is said and done. Setting up specific expectations for employees to follow and incorporating performance reviews will provide a solid base for the call center to work with as a whole. To ensure that production opportunities are not missed by your call center employees, consider using the following services and tools for support:
Remote PC Tech and Repair Support
When an employee's computer malfunctions, becomes corrupted, or breaks down, they can't do their job until it gets fixed which can possibly cost hours of production while waiting for a technician to show up and take care of the computer problems. Luckily, you can speed the computer repair process up by investing in remote tech support services.
Remote tech and repair technicians will work with your employees in real time to virtually repair or troubleshoot any computer problems within mere minutes of them becoming apparent. Virtual technicians can fix everything from virus and adware takeovers to slow startups and undesirable website redirections. Your remote tech and repair service provider should also be able to install software updates, activate identification protection settings, and even troubleshoot errors within your windows operating systems.
A Call Center Intranet System
An awesome way to make sure that your customer service agents have full access to company updates, training tools, schedule changes, and product updates is to incorporate an internal intranet program within your call center's computer system. The intranet can be accessed by employees right from their desk while they work to stay connected with things like the latest updates and company troubleshooting support.
Your company intranet can also provide employees with access to sales training blogs and team building forums, as well as provide the ability to communicate with trainers and managers in real time. All you need is a configured web server to host your intranet as a cost effective tool that benefits managers, employees, and customers alike.
You should find that these tools and services are easy and cost effective to implement into your company. They will likely even save you some money on things such as training, employee retention, and customer satisfaction efforts as time goes on.