Use our experience
To create an efficient call-center it is necessary to solve problems in three main areas:
- Technology – choice, delivery, setup and maintenance of equipment;
- Processes – the correct inclusion of call-center in the organization's business processes in accordance with the objectives;
- Staff – ensuring effective work of the call center staff.
You can rely on the assistance of the CRM Agency specialists in addressing any of these tasks.
Creation or reorganization of the Internal Call Center
If you want to create a new call center in your company or to reorganize the existing one we can provide quality assistance in addressing the following issues:
In the area of equipment and software:
- Analysis of business objectives for the call centre providing recommendations for the choice of equipment and software on the optimization principle «functionality/price»
- Independent examination of the call center providers’ proposals;
- Independent control over the quality of the deployment project of the provider of call center equipment and software.
In the area of personnel:
- Personnel recruitment and training – operators, supervisors, managers;
- The development and transfer of the staff motivation system – financial and non-financial;
- The development and передача of the system of ongoing staff development and the system of regular professional assessment of the call center staff
In the area of business processes:
- Analysis of business goals which are set for the call center and other departments of your company and the development of corresponding «cross-cutting» processes with the participation of the call center;
- Development of detailed functional requirements to the call center equipment and software on the basis of the designed business processes;
- The control over the equipment and software supplier’s fulfillment of the requirements;
- Development and transfer of the system of business processes quality control of the call center.