How to do call center management? How to manage the call center just after it is built?

It is better to choose a call center solution.

1. On-site management of the call center: The on-site management of the call center is a dynamic management process, which requires the management personnel to carry out the problem in a timely manner according to the actual situation found or occurred on the spot, and take necessary measures to solve the existing problems while avoiding the occurrence of potential problems, provide business support, and ensure the continuity of service and quality.

2. Reasons why the call center needs on-site management:

1. When customer service representatives encounter difficulties in calling for help, managers can give them direct assistance.

2. There are so many customer service representatives in the customer service center, and it is not possible to manage it without a special person!

3. The customer service center must also have a set of rules and regulations and service processes, which must be managed and implemented by a special person!

4. A manager is responsible for the training of customer service representatives, the scheduling and coordination of personnel, the real-time monitoring of operational indicators, and the maintenance of on-site order.

Call center on-site rough management is a dynamic management process, which requires managers to timely carry out problems according to the actual situation found or occurred on site, and take necessary measures to solve existing problems while avoiding potential problems, provide business support, and ensure the continuity of service and quality. After working as a supervisor in the call center for one year, I personally believe that on-site walk-around management, real-time control of on-site service quality, and finding and solving problems when it is old. The on-site management of the front tube of the main stool includes business support, quality monitoring and coaching, and on-site control.

1.business support;

2.quality monitoring and coaching;

3.On-site control.

Call centers are great software that can solve many problems for businesses, such as:

When a customer calls, you can grasp the customer information and analyze the customer's psychology at the first time.

When an employee leaves, it is easy to hand over data.

Support one-click data import, which is conducive to analysis.

Efficient and fast call service to reduce enterprise operation and management costs.

Improve customer satisfaction.

It's simple.

From the aspect of performance appraisal.

First, you are making outbound calls, which can be assessed from the volume of outbound calls or the total outbound call time;

Second, your outbound call is looking for orders, which can be assessed from the number of orders or the amount of transactions;

Measured in terms of call volume and volume, you need to have a fixed standard.

From the comprehensive aspect of the assessment.

First, the agent commuting time, you can log in and out of the agent to carry out the commuting assessment Second, the agent's work attitude is good or bad, some agents may have a bad attitude towards customers due to some of their own unexpected factors affecting the mood of the work during working hours, which can be assessed through recording.

This is more flexible, after all, the main thing for salespeople is to look at sales performance.

Of course, the most effective assessment is a time-tested appraisal system that is suitable for the performance development of the company's business employees.

Their job responsibilities are to receive first-class training, to develop some rules and regulations, and to assess aspects.

Recordings can be spot-checked and monitored.

The number of calls depends on the popularity of your ** number, and the number of incoming calls, which can be divided according to the number of incoming calls in the first few days, and then divided by an average of how many people should receive a day, and the standard is your own.

No. 00 customer service, to solve customer complaints, consultation and other problems, is the same as the work done by 114 customer service, whether the profession is good or not, what you like is good, the interview must be to see whether your Mandarin is standard, and it depends on your adaptability, customer complaints are also solved by customer service, but there must be detailed training on the job.

Business capabilities: 1. Refine the types of responses in the call center, and strive to let all kinds of complaints and suggestions be handled by professionals.

2. Set up the follow-up process for the response. Ensure that each complaint can be replied to the user within the specified time.

3. Set up the return visit function. Make sure that all issues have indeed been resolved.

4. Segment users and provide special services for important customers.

5. Keep pace with the times and enrich the receiving channels of the call center, such as SMS, email, web page, Weibo, etc.

Management ability: 1. Design a variety of reports, and be able to analyze the psychological concerns of customers and the weaknesses of the enterprise through data statistics.

2. Design a variety of reports to assess the normal and abnormal amount of dial-out of the call center.

Team assessment ability:

2. Hire a third-party company to rate the service quality of the best personnel.

Center Management Capabilities:

1. Confirm the important position of the call center in the company, and data statistics can become one of the assessment contents of the work performance of other departments.

2. Confirm that the call center obtains all kinds of comprehensive information of the company quickly and accurately.

3. Conduct regular training and evaluation of call center personnel. Including polite language, handling procedures, etc.

4. Continuously enrich the knowledge system within the call system.

Ability to show to the outside world:

1. Improve the window display capability of the call center.

2. Strive for a variety of honorary titles such as youth civilization in the city and province.

The four core factors in call center operation management are human resource management, digital management, process management and quality management. In addition to the early stage of technology, equipment, fixed assets and other inputs, in the actual operation and management process of the call center, the human resource cost accounts for more than 60% of the entire call center management cost, so the human resource management of the call center is the most important factor in the process of call center operation and management. To do a good job in the human resource management of the call center, you need to pay attention to some elements in the following aspects:

The functions of human resource management: including organizational structure, job division and job functions; Operations Manager's focus and time management.

Call Center Personnel Recruitment: Personnel Selection Strategy and Workflow; the construction of the competency model of the call center; A common method of personnel selection.

Call center site management: the role of site management; division of labor in on-site management; methods and principles of on-site management; Establishment and use of employee service level evaluation benchmarks; A combination of training and on-site management.

Employee career development: employee career design; personnel promotion; Attrition management.

Employee motivation: the role of employee motivation in the call center; the principle of motivation and attention to the problem; Incentives commonly used in call centers.

Performance management: the meaning and value of performance appraisal; the content composition and standards of performance appraisal; performance appraisal strategy; Performance Observation and Performance Interviews; Performance Improvement & Coaching.

Hope it helps, hope, thank you.

Cultivating excellent agents is one thing, but how to determine or supervise the business quality of agents is also particularly important. Through the voice quality inspection to restrain the agent's speech, but the quality inspection can not only be satisfied with the recording monitoring, the management of the call center needs to be very refined, the recording quality inspection is only a small part of the entire QC work, as a manager should be through more aspects to dig out the employees may violate the rules, standardize management, improve the quality of outbound calls, reduce the rate of customer complaints. To establish a quality management plan, you can start with the following points:

1.Regularly summarize the data and analyze the agent's own problems and business problems in the recording data.

2.Formulate a rectification plan for existing employee problems, rectify the time and the person who implements the rectification, and follow up after the fact. Self-problems (such as attitude problems, communication problems, etc.) are solved by private counseling alone, and business problems are solved through training.

3.Evaluate process deficiencies for existing process problems, re-optimize the process and update the knowledge base script.

4.In view of the existing system problems, the system requirements are put forward in a timely manner and adjusted in a timely manner.

It takes a lot of time and cost to train an excellent agent, but the mobility of agents is very large, don't let the employees you work hard to train become someone else's, how to retain excellent talents is the problem you will focus on. When you and your employees are heart-to-heart, you must take the time to listen to their needs and problems, do psychological counseling in a timely manner, arrange private conversations, organize team building regularly, and slowly establish a trust mechanism and loyalty, so as to retain excellent employees (here not only in terms of agents).

There are actually many excellent call centers in China, you can try Duyan, we are now using other home systems. It's quite stable and there is no hardware, which saves a lot of money.