Advice for taking over small call center

[Blake7]

I will be managing a call center of about 60-80 seats. It will handle both tech support, customer service and sales. I just wanted some advice from people in the industry on what they would do first . Thanks

[troymass]

I would be happy to review with you a few strategies that will make your life much easier in trying to get your arms around this call center. Call me direct at 847-258-7020 to disucss.

Troy Mass
VP of Sales
Radiant Technologies
tmass@radiantsoftsol.com

[Stefan Johannsen]

First of all, CONGRATULATIONS

I just had the same thing, and the BEST thing I decided to do was to take two weeks and just sit in the Call Center and listen to your agents, their calls and everything in order to get a clear overview what they are doing, what their customers are like, etc.

I then decided to pass out a piece of paper in which I asked my agents what prevents them from being better:
1.) What technologies would you need
2.) What changes in the organisation are necessary
3.) What personal things need to change
4.) Where do you see needs for training

I told them very clear that this is not a wish list that will become reality anytime soon, but that it is for me to see what really bothers them.

As well I got in contact with other Call Center Managers all over the world to see what they are doing and what problems they are facing.

After about a month I locked myself in a room for a day and drew my 'PERFECT CALL CENTER' with everything that is needed for that.

I shared that with my boss and my colleages, put down my goals, the costs of savings and the additional revenue that we expect from that, and right now we start implementiong the first things.

It all sounds so easy, but believe me, it is a hard time since you HAVE to question everything that has ever been made, and your Agents and your Team Supervisors don't like that. However, with the implementation we go through right now, you make so many friends just by making the Agents job easier, and it pays off. Revenue is on the rise and we were allready able to cut costs substantially.

[shahzad]

Dear callcenter team,



Thank you for contact me i am intrested in callcenter in pakistan plz send me complete infromation how i can start that in pakistan .
shahzad

[QA Mario]

My advice is that you may implement Sales first because is more predictible managing performance, leads, inbound calls, staffing, etc.

As a second movement, to implement Customer Service, because needs a major grade of expertise and requires more special tools to control staffing that is the most important resource that you need to manage in order to control your expenses.

As a third movement, I believe Tech Support, because at this time you have gathered all of information about the industry and your company has become more mature.

Good luck,