When you’re managing a call center workforce, you’re up against several big challenges:
• Large distributed workforce. This may include multiple call centers run by multiple vendors, operating across the country or around the world.
• High percentage of entry-level positions. Inexperienced workers require lots of training, supervision, and feedback.
• Higher employee turnover than many industries. This [...]
Posts Tagged ‘call center oversight’
Call center operations: as your business grows, getting common is critical
Three reasons a strong hub is a smart investment
If you want to grow a successful customer management operation, you need to have a strong hub-and-spoke model, where a centralized hub ties together your customer management functions and all of your call centers – the “spokes” – to provide consistent, comprehensive oversight for all your suppliers.
A strong hub will benefit your business in [...]
Call center crimes & misdemeanors: detecting an upgrade masquerade
Last week, I shared a true story about a call center in India where the site director readily admitted that the company didn’t offer any training for front-line supervisors. The take away: look past the sales pitch and ask a lot of questions to assess a supplier’s true capabilities.
In addition to asking questions about the [...]
