In order to organize a call-center, it is necessary to solve two main tasks: to provide technical and software equipment and to train employees to handle calls. The degree of automation and the level of training of the personnel is what determines the quality of the call-center's work.
It is necessary
Connection to telephone lines, telephone number (s) convenient for the customer to remember, telephone and software equipment
Instructions
Step 1
Decide on the direction of work. This can be a customer call center of your own company, or a so-called outsourcing call center that provides such services to other organizations. The work can be carried out both in relation to incoming and outgoing calls to potential customers.
Step 2
Equip the workspace of the dispatch service. It must meet sanitary requirements. In particular, the area of the premises is determined at the rate of 20 cubic meters. per person. Most often, an open space is used, where the workplaces are separated from each other by partitions. Place the accounting and administrative staff in other rooms.
Step 3
Particular attention should be paid to the technical equipment of the call center. First of all, you will need telephone lines connected to a number starting with the digits 8-800, or to ordinary city numbers. It is also necessary to provide special telephone equipment. In addition, you will need a high-speed Internet connection. Call-center software should solve such problems as registering incoming and outgoing calls, providing an interactive voice menu, organizing the distribution of calls and displaying relevant information on the operator's workstation, recording conversations, storing the call history of each client, and others.
Step 4
Recruit staff. You need operators, supervisors, managers, technicians. Often, call-center employees are united into a structure consisting of several levels. In this case, operators answer standard customer questions, and more complex questions are forwarded to a competent employee. It is necessary to develop an optimal operating mode for the center. As a rule, operators work in shifts.
