What Does It Take to Start a Call Center?

Starting any new venture can be an intimidating undertaking, and the decision to open a contact center is no different.

For Truliant Federal Credit Union in North Carolina, the vision to add a new satellite call center began with an analysis of capacity and commute.

On a good day, the drive from Greensboro to the main call center in Winston-Salem took about 30 minutes — a trek routinely made by several employees.

“Our facility planning team started reviewing the current capacity within our existing footprints and realized we had unused space in our Battleground, Greensboro branch,” said Mark Testerman, vice president of member experience and contact centers for Truliant. “Several of our contact center employees drove from Greensboro to our headquarters in Winston-Salem, and we wanted to offer an alternate location closer to their homes and create a contact center presence in another facility for business continuity to serve our members more efficiently.”

Related Article: What Is a Call Center? A Detailed Guide

The Vision for a New Call Center

In addition to the services of a traditional call center — where agents predominantly handle voice calls — a call center also supports other queries through email, text, chat and other various communication channels. But today the terms are used interchangeably.

For Truliant, the vision was both employee- and customer-based. They wanted a center closer to staff — and one that would enhance current member services by offering extended customer support through voice, chat and email communications. 

Since the company’s existing platform could handle capacity across multiple locations, they were able to use it to connect agents to the current telephone system, integrating with their primary call center in Winston-Salem and allocating member voice volume within the agent-assigned ACD (Automatic Call Distribution) advanced work groups.

And while their platform does not currently integrate AI, company officials said they are looking at incorporating natural language understanding in the future and adding more satellite call centers in other markets.

Truliant’s satellite office opened in September and currently staffs 12 employees with agents recruited from a variety of backgrounds and experiences, including bilingual representatives.

“While contact center experience is preferred, we also consider candidates that have worked in other areas of customer service, such as retail, hospitality, etc.,” Testerman said. “Agents are measured based on each interaction’s quality and efficiency. We are member-obsessed and ask our agents to build relationships with our members by identifying their needs and providing the first-call resolution to their requests, while remaining sensitive to our members busy lives.”

So, You Want to Start a Call Center?

Thinking of starting a call center? As the organizational hub of customer service, support and troubleshooting, it’s often at the epicenter of efforts to retain current customers and attract new ones — so the stakes are high to get It right. 

The reason that you want to invest in a call center is to ultimately drive customer loyalty, retention and revenue, according to Kate Leggett, VP and principal analyst for CRM and customer service at Forrester Research.

“Forrester data shows that great customer service correlates to increased customer loyalty where customers stay with the brand longer, purchase more from the brand over time and serve as advocates,” Leggett said. “Increased customer loyalty correlates to increased top line revenue. We have data that highlights this correlation between CX and top line revenue in dozens of industries and geographies.”

Source link

We will be happy to hear your thoughts

Leave a reply

Reset Password
Shopping cart