Improving the quality of service is one of the main objectives of call centers, but did you know that this can be done by controlling service calls?
More than maximizing demand monitoring, call control allows you to identify bottlenecks and opportunities to optimize service. But the benefits don't stop there! Efficient call control also allows you to achieve significant improvements in team productivity .
In the following topics, we will understand what call control is, its benefits and, finally, learn some tips for carrying out call control efficiently. Let's go!
What is call center control?
Basically, it is a document or system in which all information and data relating to service is recorded, such as the names of customers, employees who participated in the service and the status of the call. In addition, this document also contains relevant information for successful service.
In this way, data that was previously only stored in the france whatsapp data attendants' memory, which could generate errors and failures during service, will now be centralized and available to the entire team and managers, who have greater control over productivity and problems faced by customers.
How important is it to control service calls?
Before we talk about the benefits of investing in call control, it is important to deconstruct a common misconception, but one that is still very common among managers: having an information centralization system is not just another piece of bureaucracy for companies.
This is an extremely valuable material for team development, improving the quality of service and, as a consequence, improving customer satisfaction . That said, let's look at the main benefits of adopting this control.
Agility in solutions
By controlling service calls on a single, integrated platform, the team has instant access to the history and record of all demands, as well as the status of each one.
This ends up creating a problem-solving center, which can resolve requests more quickly and objectively, going directly to the problem and eliminating the customer's need to explain their situation with each contact.
Effective demand escalation
One of the biggest problems with call centers (and one of the biggest sources of customer complaints) is precisely the lack of standardization in the routing of calls. With call center control, requests are escalated directly to the team responsible for the solution.
Another benefit is the ability to identify situations and direct them to the most appropriate people. For example, risky situations should be intercepted by specialists, while low-impact situations can be directed to level 1 operators.
Improved organization of deadlines
Controlling service calls is still essential for defining deadlines for solutions. Based on the call history, managers can determine the time needed for the agent to resolve the issue in question. In this way, in addition to avoiding procrastination, the team's focus is improved, excessive charges are avoided and more concrete resolution forecasts are offered to the customer.
How to control service calls?
Now that we know the importance of adopting call control, check out some easy-to-implement tips to achieve this control. Follow along!
Identify bottlenecks in service
When a company implements effective control, it has the possibility of extracting valuable information from its relationship with its customers. Once carefully evaluated, this data can help to improve the entire company, improving not only the quality of service, but the company's results as a whole.