Here 5 things every call center needs to be successful.
1) Comfortable Ergonomic Chairs
Your call center employees spend most of their working hours in their desk chair. It is absolutely necessary for you to provide them with comfortable and ergonomic chairs. Even doctors and chiropractors agree.
According to advice from Dr. Scott Bautch, a Wisconsin-based chiropractor:
A good office chair is going to help you maintain a neutral posture. That means sitting with your feet flat on the floor; your knees slightly higher than your hips; and your hips, shoulders, and ears all lined up with each other. And since that position will be slightly different for each person, the best way to find that neutral posture is with an adjustable chair.
2) The Right Keyboard and Mouse
Two additional integral components for your employees are the right keyboard and mouse. Just like office chairs, choices for keyboards and mice come in ergonomic styles with a variety of features. These cause less stress on hands and arms, resulting in a more comfortable experience for your employees.
According to Business News Daily, other features to look for include wireless options and adjustable keyboards.
3) Powerful Call Center Software
A call center's success depends on the features and functions in the software available to its employees. Powerful call center software is a tool that is crucial for staying connected on all fronts.
For instance, high-powered inbound call center software includes tools such as:
- Call logs
- Real-time reporting
- Live agent monitoring
- Call recordings
All are valuable to help with customer service and sales but also provide your employees with an atmosphere of structure, accountability, and professionalism.
Sales and telemarketing software provides the right atmosphere, too. The tools available include:
- Increased answer rates
- Reduced agent downtime
- Three dialing modes
- Screen pops
- Built-in CRM
- and more
While call center software helps the business, it helps employees with the tools they need. It's a combination that benefits everyone.
4) Superior Headsets
When you think about it, the right headset is one of the most important tools you can provide your call center. Without it, employees spend time struggling to make their headsets work, get frustrated, and have less clear communication.
Both wired and wireless headsets are available and the one you choose will depend on your needs.
Look for brands with a history of superior quality, like Plantronics or Jabra. Keep in mind that your initial investment may be more than what you might pay for another brand, but the quality and longevity will make up the cost.
5) A Productive Atmosphere
Sometimes the tools you need are not tangible items but rather the right atmosphere. Employees need to feel comfortable and happy - and their work will reflect it.
For example, you might be surprised how much changing the office look creates more sales or better customer service.
According to Forbes:
By having workplaces that are beautiful and interesting, employees become more productive. Dingy lighting, isolating cubicles and colorless offices all work together to create an environment that is uninspiring and off-putting. Investing in the ambiance of your office will change the overall mood.
All of these examples are just a fraction of what you can do to provide the right tools for your call center. Yet, they are a good start in making that happen and having a happier, more successful staff. We'd like to point out that there isn't much you need in order to start up a small outbound call center operation. You've got the information on the tools you need to make it a success.