Brand New Call Center

[Fernando]

Hi everyone,

I just started working for a private company that wants to develop a call center. I have been tasked with doing this. The service my department provides currently is emergency repairs to different clients/properties. We have a database of contractors(nothing fancy) and a simple system in place. However, I understand that it needs to be better. Right now we can handle the call volume we have of 2-3 calls a month. But our call volume is expected to go up to 500 calls a month! For me that is a HUGE increase and I do feel a bit intimidated. I'm looking for some advice as far as what processes I could have in place that will prepare me for this besides having more people.(I will be hiring more people) Thanks!

[Christine]

Hi Fernando,

In order to manage the schedules I imagine you must have a tool as TCS or CALABRIO. The tool you need should help have a prevision of the people you will need according to the call you will receive.
If you are using one of those tools and you are not familiar with it I suggest you request to meet with a person from that company who should provide you support on that type of problem.

If you do not have a tool to manage the scheduling, what are you using or will be using?
The answer is there really.

Do not hesitate to communicate with me:
christine.delmas@hbc.com

[Alan Clayton]

You dont mention what you are servicing or any other details to give some real advice.

Please call me so we can chat ... I have run very small call centers and have run very large ones so I can help in both ways.

Regards

Alan