Structure of a Call Center:
Usually, a call center is made up of operations managers and analysts, training groups, quality agents, operations support, technology support, supervisors, team leaders, and telephone agents. It is usual for a supervisor to be in charge of a group of telephone agents. There are also specialists in data or statistical information provision (Data Marshall)
When managing the call center, the supervisor must be able to generate reports and reports of:
- A number of answered and rejected calls.
- The number of missed and overflowed calls.
- Average waiting time.
- Service level.
- Duration of calls.
- Level of occupation of the agents.
At the same time, you must be able to monitor in real-time:
- The number of agents and their states in real-time.
- A number of queued calls in real-time.
- The number of telephone lines occupied in real-time.
- Through an administration console in the call center, the coordinator must be able to carry out the following activities:
- Load and connect with databases.
- Segment and define the use of databases.
- Assign tasks to agents and supervisors.
- Register agents and supervisors with permits.
- Monitor the management of agents and supervisors.
- Verify tasks performed by agents and supervisors.
- Measure the progress of work by the campaign.
- Measure work productivity by the campaign.
- Statistical analysis of trends in the service offered.
- Data mining on agent management.
- Creation of Script and form for agents.
- Campaign creation.
- Telesales, telemarketing, customer service, and Helpdesk templates.
- Assign tasks to agents and supervisors.
Types of Call Center Services:
There are two types of call center services:
Inbound Call Center Services:
Inbound call centers usually deal with incoming calls.
Outbound Call Center Services:
An outbound call center usually makes calls to customers.
Factors to Consider When Selecting a Location
If your community has a low unemployment rate, this is a counterproductive factor when you need to recruit agents. Who is hired as agents, Housewives, students with flexible hours, part-time workers, etc? A community or region that ensures quality and continuity of human resources must be detected. Continuity implies that the workforce must be large enough to provide a constant flow of workers, capable of withstanding work peaks without sacrificing quality. In addition, certain demographic factors must be considered. It is important to have a high rate of young people in the location area. It should not be forgotten that these are not typical nine to five workers, but rather individuals with great flexibility in working hours and schedules.
Historically, the college student is the most important source of call center agent recruitment. The more diversified the university offer of a community, the more attractive the location of trained personnel will be. Using college students is a strategic decision within the call center workforce. The factors to consider are low cost, academic history, flexibility. However, it is important to consider that the student thinks first about his study and then about his work. Therefore, a combination of profiles is desirable.
There are different places to settle in. It can be far from the city in a special building for it, or in a remodeled old factory or a group of disused offices. A call center has another advantage: it can be located almost anywhere. Different ergonomic factors, such as windows, parking, and nearby transportation, must also be taken into account, which is important to generate a greater concentration in the representatives.
This is the factor that generates the “bottleneck” in a call center. Bandwidth is the most important restriction on your activity. If you do not have good connectivity it will be necessary to think of another location. You must have some type of alliance or agreement with a Telco (telecommunications company or carrier ). Two very important aspects are the scalability of the infrastructure (being able to handle heavy traffic) and the innovation of technology (analog, ISDN, IP).
Having subsidies for the activity to be carried out increases the attractiveness of the selected place to settle. The most common measures promoted by municipalities or governments are the following:
- Credit or subsidies for job creation (First Step Program: they pay the first six months of wages).
- Subsidies for the retraining of unemployed people.
- Exempt from taxes the call center or the Telco.
Certain call center users (eg hotels, airlines, credit cards, high-tech companies) have globalized their services. Although it may seem unimportant, the following aspects must be taken into account:
- Answer calls in the correct language.
- Cash in the correct currency.
- Maintain the language neutrality of the speech.