There are call centers and there are world-class call centers. What's the difference? Well, plain old call centers function at a barely operational level in facilities that are inadequately designed and equipped. World-class call centers, on the other hand, are run by organizations that make a serious commitment to employee productivity and customer service by designing and outfitting their facilities thoughtfully and with the best equipment and technologies.Creating a world-class call center requires both time and careful planning, not to mention money. Here's a quick rundown of the key points you'll need to consider.
Technologies
Software: No one size or type fits all. Applications should be selected on the basis of features, interoperability and usability. Custom software is best, but off-the-shelf applications can be used as long as they are customized to meet your call center's needs.
Voice Network: You'll probably want to base your network on VoIP technology to take advantage of the technology's cost, software integration and call-routing benefits.
Layout
Floor Plan: The best way to determine the ideal floor plan is to try a variety of different options to maximize the number of agents per square foot while still providing an effective flow. A program like Autodeks's AutoCAD can be a big help in designing an efficient layout.
Space: Is there enough physical space to accommodate the number of planned agents? Have you planned for future growth?
