Quality and quantity seem like two contradictory ideas that couldn't possibly go hand-in-hand. However, unlike call center myths would have you believe, call center agents must be superhumans and make both quality and quantity work at the same time.
The job of a call center agent would be easy if all they had were happy customers calling to say how great their service is. Unfortunately, it's not always the case.
In a world where the customer becomes ever more important, Average Handling Time (AHT), or the amount of calls handled per hour, is a KPI (key performance indicator) that is becoming increasingly obsolete to measure performance within the call center.
As our world becomes increasingly more digitalized, every aspect of our day-to-day is touched by technology. From reading the morning news on our mobile device to doing our groceries online, our life has been made easier thanks to the immediate access to information we have reaped from technology.
And why shouldn't we embrace this new digitalized world? After all, it has tackled many everyday challenges that we didn't even realize we faced and sped up our lives as it has centralized and analyzed data, letting us focus on the more important things.
Motivation and engagement are essential elements in a call center environment, and so are the tools that drive those. Performance transparency across the board gives agents the ability to see their own performance data compared to others, their goals or in a time frame.
Information transparency will drive next level service improvements.
All companies have a story to share. CallZilla had a particularly great start with one of it's founders.
North-american Neal Topf saw how his future Colombian wife saw a commercial in the television, grabbed the phone and called to purchase a product to eliminate the acne that was caused from pre-wedding nerves. Soon enough, the product purchased by his fiancee completely eliminated the acne, proving to Neal that the tele-shopping model worked and let the new bride walk down the aisle with a splendid face.
Todo el mundo ha experimentado un mal servicio al cliente en algún momento. No es una experiencia divertida para pasar.
Pertenecemos a un mundo en constante evolución de nuevas aplicaciones y tecnologías y nuestras expectativas no se quedan atrás en querer la última solución para ayudar a simplificar la forma en que trabajamos en nuestros negocios. Las aplicaciones de la mesa de ayuda (Help-desk) ofrecen precisamente eso, y más. Te invitamos a seguir leyendo para saber por qué son una gran solución para ti.