Inbound Call Center Case Study

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6 Methods To Increase Inbound Call Center Service Levels

One of the ways you can determine the success of your outsourcing venture is by measuring your progress. A key performance indicator called Service Level measures how many calls were answered and how many customers were assisted in a given length of time. This helps management quantify how accessible the company’s service is to customers who call in. Here are seven methods to help you make sure the service level of your inbound call center is high.

1. Manage agents to increase their schedule adherence
To ensure that there are enough agents to handle the amount of calls that come in, you need to impress upon the agents the importance of coming to work on time and being at their
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Improve your accuracy in forecasting your calls and staff
Being able to accurately predict the volume of calls you can expect for the day helps you plan for the number of staff needed for a certain shift. Consider other factors that might contribute to an increased volume of calls, such as holidays, international events, or product recall. Don’t forget to take into account and prepare for issues that might affect your agents, as well, like bad weather or major events.

3. Motivate and coach agents to lower attrition
Attrition refers to the rate you’re losing employees, often through resignation or termination. You will need to look into the primary causes of the attrition and address those (word suggestion: them). If (word suggestion: whether) it’s job dissatisfaction or performance standards (word suggestion: poor performance), you can implement some strategies to boost employee’s morale and improve performance.

4. Train agents to improve first call resolution and customer satisfaction
Efficient handling of each call takes skills and knowledge, which some agents may lack. Conduct training programs to provide agents with the information they need, correct ineffective habits and further develop their communication
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Get solutions to your business process concerns and keep your customers satisfied by choosing the right inbound call center. Call Taking You Forward, a fast-rising call center company in the Philippines. We’ll help you rise above your challenges.

Keyword:
Inbound call center
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6 Methods To Increase Inbound Call Center Service Levels

A key performance indicator called Service Level measures how many calls were answered and how many of your customers were assisted in a given length of time.

This helps you quantify how accessible your company’s service is to customers who call in.

Here are seven methods to help you make sure the service level of your inbound call center is high.

1. Manage agents to increase their schedule adherence
- There should be enough agents to handle the amount of calls that come in.
- Impress upon the agents the importance of coming to work on time, being at their desk ready to answer calls right on schedule, dutifully following their break schedule and returning to their desk immediately after their

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