Call Centers create a competitive advantage for organizations that learn to create them well; whether there are two or two hundred people answering calls. In most instances, calls are answered by an Automated Voice Response System (AVRS) allowing the caller to participate in determining where they need to be routed. This streamlines the process by routing the person to the agent best suited to assist the caller. While this process makes sense for the business, callers may become frustrated with being stuck in an endless loop of options to choose from so that when an agent comes on the line they are met by a frustrated caller.
There are three key factors that must be present in order to deliver an exceptional Call Center experience for members. The Call Center must employ effective people, have effective internal processes, and have effective information technology. The primary focus for Call Center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world-class service.
Who Should Attend
Branch managers, managers and/or supervisors with call center oversight and Trainers or staff responsible for training Call Center agents would benefit from this workshop.