Posts Tagged ‘call blending’

Call center careers: what are the possibilities?

Posted on: May 25th, 2018 by dorarapcsak No Comments

As businesses try to keep up with growing customer demands, the call center industry is becoming ever more important: today’s customers require effective and exceptional customer experience while being valued by the business they choose. As the industry grows, so do the opportunities to start a career at a call center.

Although most people still think it’s not possible to move up in a call center, the truth is that call center employees have the opportunity to explore a wide variety of career opportunities.

So, are you thinking about starting a career in the call center industry? In this article, we’ll discuss the different career opportunities a call center offers. Don’t delay, check them out!

Call center agent

As it’s said, start at the bottom if you want to reach the top. It’s true that call center agents start at the bottom of the call center career ladder, but if you want to develop a career in the industry, it’s an excellent stepping stone to higher positions. In fact, as we already discussed in a previous article, 80% of call center supervisors start as call center agents.

Working as a call center agent means being the first point of contact for customers getting in touch with the company. In principle, you’ll either handle incoming calls and provide customer service, or make outbound calls and sell the company’s products or services.

Furthermore, as these days many call centers utilize the technique of call blending, meaning that agents handle both incoming and outgoing calls, highly-skilled agents are often required to carry out both activities. For further information on call blending, check out our previous article about it here.

As most call centers support their customers using a variety of communication channels, agents are often required to communicate with customers via phone, email, SMS and web chat.

Of course, it’s not very likely that you’ll be required to deal with all the duties above during your first day at a call center. Responsibilities vary greatly, based on the nature of the company, and the agents’ experience and personality.

The biggest challenge for agents working in the call center environment is to stand out from the crowd. True, it’s difficult to get noticed, but it’s definitely not impossible. So, in brief, always keep track of your performance metrics! Hitting your KPIs is probably your best chance to get noticed by the people on top.

If you’re too an ambitious agent and want to build your call center career, then check out our 6 handy lifehacks on how to excel in your agent job.

Call center supervisor

If you’ve already tackled step one in your call center career, then it’s time for you to take your skills to the next level and continue your career as a call center supervisor.

The main responsibility of a call center supervisor is to coordinate a team of call center agents. In addition to this, the position requires strong technical and people management skills.

Amongst other things, you’ll have to cope with escalations on a daily basis, set targets for your agent team, measure their performance, offer them guidance and feedback, and report to the call center manager. So, it’s no surprise that being a multi-tasker and tech-savvy is a prerequisite for call center supervisors.

Furthermore, as a supervisor, it’s more than likely that you’ll be involved in the recruiting and hiring process of new agents. So, in brief, call center supervisors deal with a lot.

Call center manager

The next step in the call center career path is occupied by call center managers. By the time you reach this level, you’ll really have to see the whole picture as managers are responsible for the overall performance and budget of the call center.

In brief, call center managers cope with processes, technology, customers, and employees. As for daily responsibilities, the list is definitely long, but it’s worth mentioning the following tasks: setting objectives, reviewing KPIs, evaluating call center teams, preparing performance improvement plans and creating a business strategy for the call center. Sounds tough, huh?

In addition to this, call center managers are responsible for all agents working in the call center, and also have several supervisors reporting to them. As the call center’s backbone, they keep in contact with other departments and make sure that the call center machine keeps running.

Head of call center

So, finally, here we are: at the top of the call center career ladder. But what does a head of call center actually do?

The head of call center oversees the call center as a whole. The duties and responsibilities of this position involve a wide range of activities, including handling budgetary management, measuring call center efficiency (click here for pro tips on that), improving customer experience, developing plans for the future operation of the call center, and overseeing the recruitment process.

Being a call center manager requires a high level of knowledge of the industry, along with a deep understanding of technology and data. Although the head of call center is a position that comes with huge responsibilities, in return, you’ll be able to actively participate in decision-making processes, improve customer experience and shape the future of the call center’s operations.

Sum up

As you can see, there is plenty of potential for a career in the call center industry. Of course, building your call center career won’t be easy, but with continued excellent performance, your efforts will definitely pay off. If you really make the effort and excel in your duties, chances are that the call center industry will fulfill all of your expectations.

Call center efficiency: three rules to add value to your customer service

Posted on: May 9th, 2018 by dorarapcsak No Comments

Customer service is a part of every business: if you want your company to thrive, it either needs to establish an in-house call center or outsource its customer service activities to a service provider.

Having a company focusing on call center activities can be challenging: the operations are extremely costly, and to most people they don’t seem to be a good source of revenue. So the question is: is it possible to make your call center business a profitable activity? Well, it all comes down to your approach. By following these three simple rules below, you can add more value to your customer service and boost your call center efficiency.


Balance call center efficiency and quality

As everyone knows, call centers are often used to handle customer service activities, offering support to customers and aiming to ensure a high level of customer experience satisfaction in your organization. However, although customer service should always focus on quality, call centers often tend to shift their focus to quantity over quality. Since running a call center is costly, companies put too much emphasis on efficiency, and try to cut call center costs by setting impossible targets for their agents. But is it really worth trying to cut down on expenses at all costs? The answer is, without doubt, NO.

Just walk into any call center, and you’ll see inspirational quotes on the walls, saying such things as “You Can Do Better”. However, setting unrealistic targets puts an enormous stress on your agents to hit their KPIs at the expense of providing quality customer service.

So, instead of pushing your agents to process as many customers as they can, try and concentrate instead on customers’ needs by offering them the best customer service you can. As you will see, it works miracles – your clients will be impressed by the excellent customer service you provide for their customers, as after all, your call center is the face of their business.

Plus, providing excellent customer experience is one of the best ways to acquire new clients, and will also help your agents up-sell or cross-sell products. All you have to do is to find the optimum way to balance quality and efficiency.

(Here are some pro tips on how to measure your call center’s efficiency. Just don’t forget about the balance!)


Learn from customers’ feedback

Customer calls provide some of the most valuable information for your call center. True, you may need to invest in your call center, but in return, it will provide you with a goldmine of information. So don’t miss out on the opportunity to collect customer data and use it for product and process improvements. 

For instance, if you run telesales campaigns in your call center, you’ll probably accumulate valuable information regarding your products’ and services’ sales performance. So why not start to analyze this information? If some of the products aren’t performing well, you can simply use customer data to help introduce improvements based on it. This approach will definitely help you boost your call center efficiency.

Lastly, as we already talked about it in our previous blog post, never underestimate the power of customer reviews. Nobody likes dealing with complaining clients, but it’s worth the extra effort. It’s always a good idea to focus especially on complaints when monitoring customer calls. By using customer feedback to improve your services, you’ll be one step ahead of the competition. Don’t forget about this fact when claiming your call center is just a cost center.


Take advantage of technology

Technology is advancing at lightning speed, and changing the world around us every day. And it’s no different in the call center business: year after year, better and better state-of-the-art technology tools enter the market. And, as we mentioned above, although improving call center efficiency is usually the main goal, one thing is sure: pushing your agents too much won’t help you, but using reliable and up-to-date technology tools will definitely make a difference.

Amongst other things, a reliable call center software is fundamental to any well-run call center. Software options these days come with extremely smart features, such as a predictive dialer, CRM integration, or call blending (you can read about the benefits of call blending here).

These powerful features will definitely help you to boost your productivity and increase your sales without causing too many issues with your agents, for instance allowing you to set your inbound calls to take priority over outbound calls (or vice versa). This is just one aspect of how a top-quality call center software can help you improve your call center efficiency. If you’re searching for a reliable call center software containing all the features necessary for a seamless call center operation, then check out what we can offer here.

The appropriate technology will also help you make the most of customer data, which as we stated above is more relevant than ever in the call center business. By using such technology, you can create real-time statistics, which will be essential to help monitor and evaluate your performance.

In brief, technology tools will definitely bring you changes for the better – but only if you’re ready to use the customer data you collect.


So, as you can see, providing excellent customer experience is a challenging job. But if you try and balance quality and call center efficiency, learn from customer feedback, and leverage technology tools, your efforts will pay off.