How do you rate your call centre wholistically?
Often this is a dangerous question to ask someone who owns or works in that call centre. Why?
Simple: biasness. No one wants to think they have a call centre that does not conform to industry standards or is below par in certain areas.
Perhaps these few questions will assist:
1. Do you have queues of people waiting at your door to come in or do you have long lines of those waiting to leave? This can apply to clients and employees.
2. Do you have definite, structured career growth plans or are they based on feelings and experience?
3. Do you pay a premium to get the good ones to work with you, or are those that work with you pay the price?
4. Do you sometimes feel that if there was no minimum wage in place, they would deserve to be paid lower?
5. Are your employees assisting in adding to your bank account or are they just adding to more headaches?
6. What's the calibre of your agents? Are they capable of being headhunted? Are you afraid of head hunters?
7. Are you hiring desperately to fill bums on seats or do you have a structured, process driven strategy that forecasts and projects resource needs?
8. Is your employment process rigorous with checking for references and credit checks? Or is the word going around that if you are desperate try "ABC Call Centre"?
10. Does your customer experience or VOC measure up to satisfaction or even delight; or do you not have one place because you prefer putting your hands over your customers mouth: afraid what they may say?
11. Do you have cheerleaders or haters among your ex-employees, current service providers or even ex- service providers?
12. Now are you wondering why you lose tenders and RFP that you thought was an obvious winner?
