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What Makes a Successful Call Center?

What Makes A Successful Call Center?

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Author: Marie Christenson

How do you define success? Success can mean accomplishing a task, reaching a goal, or simply thriving in a current state. When it comes to successful call centers, this definition still rings true. 

What makes a call center successful? While there is a lot to unpack in this question, I decided to compile a brief list of some key parts that go into making a call center successful. Take a look…

Data is a Big Word

Generally speaking, one of a call center’s main goals is to provide excellent customer service. In a TCN survey, consumers said they are likely to reward companies with good customer service with increased brand loyalty and positive online reviews. A great way to provide great customer service is by understanding customers’ experiences and expectations.

Today’s advanced data and analytics tools give call centers the chance to take an inside look at how their customers are feeling and the way they interact with agents. With Voice Analytics, call centers can easily review call recordings and search keywords or phrases. Access to these insights helps highlight effective strategies or areas to improve agent training.

Additionally, with the help of Business Intelligence (BI), call centers can combine data and automation to create the perfect combination to gain insights into overall operations and metrics. While it’s just scratching the surface, here are a few things call centers can do with BI data:

  • Automate metric tracking and report generation
  • Monitor call campaign costs in real-time
  • See call times, hold times, compliance checks, and availability
  • Measure conversion rates across teams or individuals

The Perfect Combo

The best call center software joined with additional tools that meet your specific needs is the perfect combination for success.

It’s in every call center’s best interest to choose software solutions that are integrated with additional tools that help meet needs and help boost performance.

Integrated apps and tools can provide additional services that help call centers overcome challenges and increase efficiency. Selecting a software solution that has the best integration partners will ensure that a call center has access to all the tools it needs to reach its goals.

Confidently Tackle Compliance

A successful call center is one that safeguards its compliance with efficiency in mind. Call center compliance is like the ever-present puppy that needs to be taken care of and given attention, or else it can quickly take a turn for the worse and things get out of hand.

Call centers need to be equipped with compliance tools that minimize risk and follow industry regulations — all while maintaining agent efficiency. It’s also essential for call centers to stay up to date with changing compliance regulations, so they can make sure their operations and training comply.

A few compliance tools for a successful call center:

  • List Management Services (LMS)
  • Natural Language Compliance
  • Manually Approved Calling (MAC)
  • Manually Approved SMS

Every call center is unique and will figure out its own recipe for success along the way, but one thing is certain — it all starts with choosing the right call center software. TCN comes complete with strategic integrations that offer call centers the best of the best. TCN’s Compliance Suite and data and analytics features also provide call centers with state-of-the-art technology to improve efficiency and performance.

Request a demo today to learn how TCN can help your call center succeed.

About the Author: Marie Christenson

Marie Christenson is the Content Writer and Strategist for TCN, a worldwide leading provider of cloud-based call center technology. As the voice behind the screen, Marie spends her days carefully curating content including company blogs, campaigns, and social media. Since earning a B.S. in Strategic Communications & Marketing from Southern Utah University in 2020, she has enjoyed sharing her ideas and creativity with TCN. In her free time, Marie loves traveling and exploring new places and cultures.