GoResponse Telephone Answering Service Staff

Call centres must consider customer strategy and planning trends

For any businesses, adhering to the latest industry changes is essential if continued success is to be seen. In the call centre environment, where dealing with customers is at the very heart of all work, it is vital to listen to the latest strategy and planning trends and adapt business accordingly.

In the telephone answering services environment, it seems that 2014 is noting a change of role for managers. Traditionally, the call centre was an extremely managed place, but it has been suggested that today’s managers focus too much on pushing employee engagement. Instead, call centre workers should be fuelled to grow, and training and improvement should be made available. Managers are now taking a step back from controlling and providing support instead.

It has also been discovered that the best rewards can be reaped by empowering people. One case in point is Aviva Healthcare’s Continual Learning scheme, which helps employees take responsibility for driving themselves forward through online learning. For the last six months of 2013, personal development time per month rose by four per cent, whilst NPS and CSAT scores gained and there was a 20 per cent uplift in engagement.

Finally, it has also been shown that having too many measurements can have dire consequences. For Home Retail Group (HRG), who scrapped scripts, targets, fixed shifts and a variety of other things, there was a 50 per cent drop in absenteeism. In addition, extra work created by repeated calls and errors fell to three per cent from 40 per cent.

Keeping on trend with the market is vital if call centres want to survive. By following some of the most recent strategies, firms have every chance of a successful future.

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