‘Service level’ has become a significant Key Performance Indicator for call center solutions. It keeps account of two parameters; firstly if the call center agents are available to assist the customers, and secondly, the accuracy and speed at which the queries of customers are resolved by the agents. Service level is directly proportional to the revenue; any change in the service level will directly affect the revenue of a business. Line managers and the quality assurance department closely monitor the calls in order to maintain consistency in the service level, and to identify areas, which require improvement. Call centers have contacted VoIP providers for the setup of a business VoIP system, in order to facilitate the employees with its exclusive features. The business phone system of call centers is efficient enough to increase the service level. Here are some ways through which call centers can enhance their corporate service level:
A flexible workplace is always ready to face any challenges and to fight back. Having a flexible workforce is essential for every call center, because the volume of calls always keeps fluctuating. It is important that proper research is conducted to estimate the continuum of calls and then to schedule a suitable number of representatives. Apart from the workforce, the equipment involved in facilitating operations needs to be scalable too. Thus, a Business VoIP phone system is the best option to increase flexibility in operations, at a minimum cost. Avail only those services, which you actually need and pay for only the ones you use. A flexible system is designed to improve customer retention so no customer will be lost due to the unavailability of agents.
Call centers are using different methods such as customer satisfaction levels, lifetime values of customers and Net Promoter Scores to measure productivity. These metrics provide in-depth insight because they reflect both the cost associated with customer interaction and its results. They are useful in monitoring service levels as well as in enhancing them. Key Performance Indicators help in developing a benchmark for call center performance to further assess the degree of compliance to identify the best practices. Through these measures, managers can come up with strategic plans that will have a significant impact on service levels.
It is important to encourage healthy relationships with stakeholders who can help drive improvement in your business. VoIP providers are one of the most essential stakeholders who facilitate your business with a unified communication system, which makes your business communication more effective. Once you have a unified communication system, call center agents can swiftly resolve any issue as all the employees within the organization will be connected, which will make it easier to share information, resulting in an enhanced service level.
Business VoIP phone systems help in facilitating call centers in enhancing their service level. If you want help in setting up an advanced VoIP system then contact Monster VoIP. Monster VoIP provides the best business phones for small business, which ensure effective communication throughout the organization.