It might be tough to predict how many calls your customer service representatives will make. This is because incoming calls are a reactive function that is easily changed by both internal and external influences.
For example, when the GDPR went into force, BPO support teams received an inflow of calls about the topic. This compelled call center managers to devise a strategy for dealing with GDPR queries and issues.
While unanticipated hurdles like these make it impossible to compute the exact amount of calls a rep should handle, you may get a ballpark approximation using call center analytics. Begin by looking at the monthly call volume for your entire call center.
Follow that up by dividing that number by the total number of reps to estimate how many calls each rep makes every month. The daily average for calls taken by each rep may then be calculated by dividing it by the total days in the month.
This being just a glimpse of what is to come, let’s jump right in with inbound call center!
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Create a Strategy
Before you start employing call center agents, you will need to figure up a strategy for how you will execute this new customer care channel. The first item to consider is whether your call center will offer technical support, proactive customer service, or both.
You have to address the differences between customer service and support in previous postings, and those distinctions are important when setting up a call center. If your company’s goal is to provide reactive help for inbound calls, you should focus on setting up a customer service call center.
You will want to construct a customer care call center if you want to market products and drive long-term solutions targeted toward customer success.
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Know the Number of Reps Your Need
Labor cost is not cheap, irrespective of the location you are based in or the call center scale you are looking to set up. You don’t want to hire too many agents at once and end up increasing your expenses while your extra workforce has little or no work to perform.
On the other hand, under-hiring can also bring negative impacts.Since it would fail to meet the requirement of the clients. In the worst-case situation, you might end up missing out on potential leads as well.
So, you have to ensure that you have analyzed your requirements well and hire the approximate number of agents and representatives you need, if not exact. Also, the agents you need to hire should be enthusiastic and empathetic towards the customers. This is essential for both on-call customer service and helpdesk BPO in the United States.
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Streamline Your Onboarding Process
The onboarding process for your BPO company is more important that you think. Having the right employees in the right process can become the backbone to the success of your business. Just hiring agents with diligence is not the end of job for you, the process includes a lot of other things as well.
Your onboarding process should start from giving out job descriptions to potential applicants and include hiring, documentation, induction, training, etc. The entire process should be absolutely transparent between the HRD and the applicants. You must take care of company policies, rules and regulations, and work culture.
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Focus on Your Strength
Your BPO company can claim to offer every service you have in your portfolio. But the truth is not every offering will be at a 100%. Some companies offer amazing inbound and outbound call center processes, while offline marketing may be a weak link.
So, it is extremely important to gauge your strengths and focus on that. Having a micro niche with regards to your service offering is most recommended if you are best at it. This way, you can focus more on one specific service, promote it, onboard clients, and excel in that specific micro-niche.
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Invest in BPO Equipment
While you are setting up your BPO company for a call center in the USA, you should realize that equipment to build infrastructure is among the most important aspects. You have to adopt and implement everything that falls under the BPO infrastructure. This upgrade in terms of the technology used can help your business grow over a period of time.
You need to invest in proper hardware for your inbound call centers. Apart from just the software, cloud infrastructure, and security aspect. You should have good quality computer systems, monitors, keyboards, etc. For the software part, outsourcing customer services should have a dialer, CRM, call monitoring and recording, KPI, etc.
All of such equipment will further help your brand improve customer service by streamlining your agents’ performance and resource availability.
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Upgrade Your Call Center
Irrespective of whether it is about outbound or inbound call centers, you have to keep on upgrading and upscaling to be relevant in the competition. For example, if your present service portfolio includes on-call support, you should look to enhance your services a notch higher and offer live chat or email support. Once you have streamlined that, it’s time for the next milestone.
There will surely come a spree when you will be among the top call centers among your competitors due to all of the upgrades you have been implementing. However, the real competition should not be your peers but your own business. Therefore, your business should just be better than what it was yesterday.
On An Ending Note
Running outbound and inbound call centers in the USA, or any other location across the world, is not an easy feat. A lot goes behind the management, decision-making, implementation, and setup. This spans from the need for secure servers and performance improvement tools to things as simple as adopting good quality hardware for the agents to use.
Your entire helpdesk BPO performs the best when you have the right combination of both hardware and software in your business. The quality and number of agents you hire and train are also important.
Are you are looking to enhance the overall performance of your BPO company? then keep these simple tricks can help you loads.
