Call centres characteristics – for or those who love lists

pre636 call centres characteristics for or those who love lists

People seem to love making lists, especially lists such as “must haves”, “best of” “top 10”, and the contact centre industry is no exception. Here’s a selection.

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Compare Business Products, in its Contact Center Selection Checklist, includes a list of the characteristics of a great contact centre. Here it is.

-  Sharp focus on business goals

-  Contact centre is seen as a source of strategic advantage for the business

-  A source of competitive value for the business, adds to the revenue stream

-  Rapid response to calls and mails

-  High levels of employee morale

-  Very high ratio of first call resolution of issues

-  Customer satisfaction scores measured regularly and action -taken promptly to resolve issues, high satisfaction scores.

-  Performance data collected and shared so that agents are aware of their performance.

-  Efficient operations: little or no follow up is required to ensure tasks are completed

-  People are busy but not over burdened

-  Processes improved continuously as the organisation learns

The same organisation publishes a list of 9 must-have contact center features.

-  VoIP

-  Auto Number Identification (ANI)

-  Dialled Number Identification System (DNIS)

-  Dynamic Routing

-  Interactive Voice Response (IVR)

-  Automatic Call Distributor (ACD)

-  Predictive Dialler

-  Workforce Management Dashboard

-  Social Media Management

Rather more specific is this list of the Top 10 WFO modernisation strategies (WFO stands for workforce optimisation, making the title rather tautological, but that aside, here they are)

-  Integrate your ACD and your planning tool

-  Capture the entire customer journey

-  Implement unified reporting

-  Empower agents with information

-  Use analytics-driven quality management

-  Automatically monitor compliance

-  Automate skills assessment

-  Use real-world examples for training

-  Automate training management

-  Introduce analytics-driven workforce optimisation

And if those lists seem rather overwhelming, perhaps something from this list will help. It’s the Top 5 Customer Service Books.

According to its compiler, Zach Weiner, it’s a ‘list of lists’. He writes: “I decided to go online and check a number of ‘Top Customer Service Books’ lists to find out which books everyone agrees are ‘must reads’… I found a common theme among the most beloved books was ‘happy workers = happy customers’.

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Creating an enjoyable workplace for your employees, these books argue, results in a better experience for your customers. I also saw several books appear consistently across many of the lists.  Those would seemingly represent the best places to start your customer experience reading.”

Here they are, in order from one to five.

-  Delivering Happiness: A Path to Profits, Passion and Purpose – Tony Hsieh

-  The Thank You Economy - Gary Vaynerchuck

-  Customer Satisfaction is Worthless, Customer Loyalty is -Priceless: How to Make Them Love You, Keep Them Coming Back, and Tell Everyone They Know – Jefferey Gitomer

-  The Effortless Experience: Conquering the New Battleground for Customer Loyalty – Matthew Dixon, Nick Toman, Rick DeLisi

-  The Starbucks Experience: 5 Principals for Turning Ordinary into Extraordinary – Joseph A Mitchell

Happy listing, happy reading!

Premier Technologies

Premier Contact Point provides a hosted contact solution that meets the needs of the modern contact centre. This cost effective solution provides a means of directing calls to the agent who is best suited to meet the needs of the customer, without having to be transferred multiple times. Businesses choose this hosted contact solution because there is no need to purchase and maintain costly hardware like there is with traditional PBX systems. This means the need for capital expenditure is minimal, all a contact centre agent needs is a phone, PC and an Internet connection.

To learn more about Premier Technologies Premier Contact Point, visit :