Call Center Best Practices

Proven Leading Practices for Call Center Operations Management

  • Best Practices (#1) / Call Center / Call Processing & Issue Resolution

    Best Practice (Good)
    Use an “all hands on deck” approach for periods of increased call volumes (peak hours) in which all available Call Center representatives, support staff, managers, trainers and team leads are available to field incoming calls.
    Typical Practice (Bad)
    During periods of increased call volumes (peak hours), staff additional Call Center representatives or use outsourced representatives to handle the increased demands.
    Benefits: Drastically reduces staffing costs, abandonment rates and hold times while also improving employee understanding (and overall versatility) of core Call Center functions.
  • Best Practices (#2) / Call Center / Call Processing & Issue Resolution

    Best Practice (Good)
    Employ at least one Escalation representative for every fifteen lower-level Call Center representatives (CSRs). Provide lower-level CSRs with access to Escalation employees through a text chat system to ensure that the call is worthy of escalation.
    Typical Practice (Bad)
    Only allow Call Center representatives to escalate a call if the issue meets certain pre-defined criteria. Have a limited number of Escalation representatives on hand to reduce staffing costs.
    Benefits: Improves first call resolution rate and customer service levels by ensuring that an escalation path is always available if required. Also reduces average handle time by solving certain issues through text based interactions with Escalation representatives.
  • Best Practices (#3) / Call Center / Call Processing & Issue Resolution

    Best Practice (Good)
    Create levels of skill certifications that Call Center representatives must achieve to obtain certain levels of decision authority when dealing with customer issue resolution tasks. Identify and use these certifications as an ongoing training and development program.
    Typical Practice (Bad)
    Determine employee decision authority on a case-by-case basis based on previous experience and demonstrated capability.
    Benefits: Reduces average holding time and improves first call resolution and customer satisfaction by aligning incoming calls with certified subject matter experts with proven capabilities.
  • Best Practices (#4) / Call Center / Call Processing & Issue Resolution

    Best Practice (Good)
    Provide representatives with a qualified list (call list) of prospects to call that includes all information about the prospect available to them. Prospects will be rated so representatives give preference to those with higher ratings.
    Typical Practice (Bad)
    Representatives choose whom to call at their own discretion with no guidance provided by management. Preference is given to number of calls made rather than quality of calls made.
    Benefits: Drastically increases the quality of calls made while still allowing for a high number of calls to be made. Call list tracking allows management to see which representatives follow and do not follow the process.
  • Best Practices (#5) / Call Center / Workforce Management

    Best Practice (Good)
    Ensure that employees are aware of the link between CRM and their individual and group performance. Aligning compensation structures to run parallel with CRM usage and the use of case studies will help to increase knowledge of CRM concepts and the company's vision for the use of CRM systems.
    Typical Practice (Bad)
    CRM goals are often misaligned with the goals of individual employees and internal groups. The variable component in compensation structures can reward behavior that counters CRM principles.
    Benefits: Increases CRM usage and adoption rates within internal departments. Employees will have their goals aligned with CRM usage which will help to increase productivity and prevent employees from working against the CRM.
  • Best Practices (#7) / Call Center / IVR/VRU Development & Maintenance

    Best Practice (Good)
    Do not provide lengthy, up-front messages (marketing pitch, web address, company slogan, etc.) to the caller when interacting with the IVR system. The span between the welcome message and the final prompt should not exceed 30 seconds.
    Typical Practice (Bad)
    Give the caller a description of the company, a marketing pitch and provide them with the website address before they get to any substantive audio prompts.
    Benefits: Reduces the amount of abandoned calls and improves customer service levels by avoiding common frustrations related to IVR systems.
  • Best Practices (#8) / Call Center / IVR/VRU Development & Maintenance

    Best Practice (Good)
    Categorize different types of IVR transfers (e.g., customer initiated, no response, prompt directed) and direct them to teams of Call Center representatives designated to address each particular type of transfer (determining amount of representatives for each based on forecasting data).
    Typical Practice (Bad)
    Allow various options and situations to direct the customer to a live representative from the IVR and provide staff with the necessary training to handle all possible situations.
    Benefits: Reduces training time and improves call resolution time by specializing the knowledge of Call Center representatives with their assigned type of transfer.
  • Best Practices (#9) / Call Center / IVR/VRU Development & Maintenance

    Best Practice (Good)
    Reorder the IVR/VRU menu based on data collected illustrating the specific needs of the Call Center's customers. Arrange the menu by the number of calls received for each menu option/call reason, from the most commonly received call reason to the least.
    Typical Practice (Bad)
    Organize the IVR/VRU prompt menu alphabetically or use a generic order for organizing the menu.
    Benefits: Reduces time spent in the IVR/VRU and the system's abandonment rate by making common reasons for calling easier to access by the customer. Improves the overall customer experience by making the system more user-friendly.
  • Best Practices (#10) / Call Center / Call Center Training & Coaching

    Best Practice (Good)
    Educate both managers and Call Center representatives on what is required to use the IVR and which decisions would initiate each type of transfer to a live representative, so representatives can experience the front-end of the IVR experience.
    Typical Practice (Bad)
    Instruct Call Center representatives on how to handle calls transferred from the IVR during training with a defined decision tree on how to identify the customer's reason for calling.
    Benefits: Reduces call resolution time and improves overall customer service levels by ensuring Call Center representatives know which prompts callers reacted to in order to be transferred to a live representative.
  • Best Practices (#11) / Call Center / Call Center Training & Coaching

    Best Practice (Good)
    Implement a program of continuous training for Call Center representatives who have completed the initial training, as well as a coaching program that instructs representatives on trending issues, less common situations that are not covered in initial training and new customer service strategies.
    Typical Practice (Bad)
    Train new Call Center representatives on only the product/programs they will be supporting, how to handle common situations they might encounter and other relevant training segments. Regular continuous training is not implemented once the initial training period is over.
    Benefits: Ensures the skills and knowledge of all Call Center representatives are standardized and up to the most recent levels of quality determined by management, subsequently improving customer service quality and encouraging a dynamic, knowledge-seeking environment in the Call Center.
  • Best Practices (#12) / Call Center / Call Center Training & Coaching

    Best Practice (Good)
    When possible, deliver feedback to Call Center representatives immediately after the call, so that they remember the contact better and can make more sense of the feedback.
    Typical Practice (Bad)
    Report customer feedback and other metrics to representatives at the end of each week (or month) using a standardized report format.
    Benefits: Improves overall customer service levels and representative performance by correcting call handling issues immediately (or by providing immediate positive reinforcement).
  • Best Practices (#13) / Call Center / Call Center Technical Support

    Best Practice (Good)
    Assign priority levels to different types of technical support tickets, taking into account average time needed to resolve each type of ticket, and designate technical support staff to address tickets in order of priority level.
    Typical Practice (Bad)
    Receive technical support tickets in the technical support queue and have technical support staff address each ticket in order of the time it was received.
    Benefits: Improves issue resolution time by Call Center technical support staff by allowing them to address tickets that might otherwise use up too much resources, while other designated staff handle tickets that can be resolved quickly.

Looking for a custom solution?

OpsDog’s remote analytical team can provide custom, high quality data, reports and analysis for your organization with low cost and risk. Custom solutions include:

Questions?Call: 844-650-2888Email: info@opsdog.com

Let's find a solution that works for you. Fill out the form below and an OpsDog team member will contact you shortly to learn more about your needs...

Need help?
Call: 844-650-2888
Email: info@opsdog.com
TOTAL:
Tax will be calculated in the purchase step.
Continue to Payment
Please login to continue your purchase
Need help?
Call: 844-650-2888
Email: info@opsdog.com
Need help?
Call: 844-650-2888
Email: info@opsdog.com
Back to Top