Call Center Training/Setup
Call Center Training
COMACO has been dedicated to the personal development of contact center individuals. Our expert learning and development team of industry specialists, instructional designers, graphic designers, video journalists, and linguists, ensures that all content is of the highest standard.
Our offering represents a fresh and exciting outlook on digital learning. All content is precisely tailored to suit the training requirements of the audience – be it one agent or 100 agents. Interactive components promote active learner engagement with the subject matter throughout, while defined learning objectives and assessments ensure a continuous learning progress.
The Future of Employee Training
In recent years, digital training has become an increasingly appealing alternative to traditional, classroom training. Our focused learning modules can be integrated effortlessly into any contact center, and used either as a stand alone program, or as part of a blended learning experience. We provide cost effective, easy to use training content, that is easily accessible online, 24 hours a day, 365 days a year.
Call Center Setup
How To Setup A Call Center For Your Business?
Every business whether it is small, mid-sized or big enterprise needs a call center for customer service or lead generation. A contact center is easy to set up. All you need is a headset, a good internet connection and a computer system or laptop. Your agents can receive calls directly on their computer/mobile phones or landlines whether-letting them work from home, remotes office or on the move. No call goes untracked. Supervisors and managers login to the call center software online to view all call recordings, agent performance, customer satisfaction and other reports.
1. DEFINE WHAT TYPE OF CALL CENTER YOU ARE RUNNING
Your call center can be of three types. Choose your type:
Inbound: An inbound call center receives incoming calls. Typically this is a customer support/customer service or help desk. It receives complaints, orders or inquiries from callers.
Outbound: An outbound call center makes outgoing calls. These are primarily sales calls. But they could include reminders calls for payments, renewals, last dates or offer announcements.
Blended: Blended call centers get both incoming calls as well as make outgoing calls.
2. DEFINE AND DESIGN HOW YOUR CALLERS WILL ACCESS YOUR AGENTS
If you have an inbound or blended call center, the next step is setting up your IVR. Decide the following to define how callers will reach your agents.
Decide if you need an IVR: Will your callers get connected to agents directly or via an IVR system (Interactive Voice Response)? Do you need just a welcome message, or do you need to offer a menu of choices? Decide the menu options you would like to provide. Choose from our single level or multi-level options.
Decide on self-service: Decide if you want some callers routed to self-service. Your IVR can handle basic inquiries or connect with other applications to create /cancel bookings, reservations or more.
Decide after-office hours or shifts: Divert after-office hour calls to voicemail and have alerts sent to email id/s you specify. You can also divert after-office hour calls to another shift of agents to create 24 x 7 support.
3. CREATE AGENT IDs
The next step in the call center sequence will be to create Agent IDs. Your agent IDs can be saved as their name/ nickname/ email id or alphanumeric employee id. If you have a CRM, keep the agent IDs same as CRM IDs for an easier CRM integration.
4. DEFINE SKILL GROUPS
Call center software connects calls to various Skill Groups. You can define each group to consist of one or more agents depending on your business size. A skill group may be based on employee knowledge and permissions. For example, staff with specialized knowledge of a product or service will answer queries for that product. Or some staff may exclusively handle operational problems like shipping and delivery issues. Some call center agents may be authorized to handle refunds. Each will be in separate skill groups.
5. DEFINE YOUR DATA FORMAT FOR YOUR DIALERS
This step is required only for outbound calling, for setting up your dialers. In this step, you “explain” your data format to your dialer. The dialer can then “understands” where to find the phone numbers to dial from within your contact lists/database. So that it can automatically dial numbers whenever you run your outbound calling campaigns.