Call Center Best Practices Guide
This guide details 40 high value best practices for Call Center operations organized by function, including Workforce Management, Call Processing & Issue Resolution, Call Center Training & Coaching and more. Use this document as a guide in implementing work activities in your Call Center that have proven to increase efficiency, cost effectiveness, customer service and work quality. The majority of OpsDog's best practices require no new technology and can be implemented without infrastructure or regulatory-related organizational changes. Order this document to point your Call Center in the right direction.
Which organiational areas and/or lines of business are covered in this best practices guide?
This guide includes details on 40 best practices (including a description of the best practice, comparison to the status quo, related KPIs, and benefits of the best practice over other common methods) covering the following areas:
- Call Processing & Issue Resolution
- Call Center Technical Support
- Call Center Training & Coaching
- IVR/VRU Development & Maintenance
- Workforce Management
Download a Sample Call Center Best Practices Guide
Frequently Asked Questions
Q: How do you determine what are best practices?
A: Through 25 years of research and hands-on consulting. We’ve been analyzing the operations of hundreds of industry leaders—including scores in the Fortune 500—since 1993. We have detailed, documented, and anonymized data, at the activity level, for proven best practice. We combine that with original research to create easy-to-use guides that give you an instant edge.
Q: How can your Best Practice Guides help me and my business?
A: They can drive improvement in both individual and company performance. Use our guides to train employees in the work methods that are proven to yield the best results. Learn and leverage from the best, rather than trying to reinvent the wheel. And do it easily, with clear written descriptions of each best, or leading, practice.
Q: Your download-able guides look great. But I need something custom. Can you help?
A: Heck yes. Our analysts would be happy to create a custom-tailored Best Practice Guide just for you. Give us your objectives and scope, and we’ll do the rest. Simply email us (firstname.lastname@example.org) or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.
Call Center Customer Issue Resolution
This workflow template illustrates the processes of identity verification, question clarification and any during- or after-call work needed to resolve the customer's problem. Purchase and do...
Type : Workflow Template
Process Participants : Customer Service Representatives