Running an effective call center often means overcoming a number of unique challenges. From customer service to sales to quality assurance, a knowledgeable call center manager can make or break the success of the operation. So what are some best practices for managing a high-volume enterprise call center?
What is an enterprise contact center?
An enterprise contact center is a customer service system used by large-scale businesses to manage customer interactions. The contact center can be used to manage customer interactions across a variety of channels, including voice, email, chat, text, video, messenger apps, and social media. The contact center can also be used to manage customer interactions across a variety of devices, including phones, tablets, and computers.
It is extremely important for enterprise businesses to explore true omnichannel call center software solutions such as Bright Pattern. Many legacy call centers or current alternative solutions are multichannel, however, few have a true omnichannel capability. In order to keep up with the modern customer, enterprises need to be able to communicate with their clients across all digital channels to provide the most comprehensive level of customer service.
What is a high-volume call center?
A high-volume call center is a call center that receives or makes a high number of calls per day. These call centers can be found in a variety of industries, including customer service, healthcare, and sales. High-volume call centers typically have a large staff of customer service representatives who are able to handle a high number of calls per day.
Bright Pattern specializes in helping enterprise and high-volume call centers grow by utilizing their powerful cloud-based call center software to help businesses manage and optimize their customer interactions across all digital channels. Bright Pattern’s platform utilizes many advanced call center tools to help enterprises manage heavy call volume and long queue times.
With call routing capabilities, it’s easier for customers to get in touch with the right agent when needed. Other tools, such as IVR and digital queuing, reduce congestion and offer user-friendly navigation options that improve the overall customer experience and remove common customer service bottlenecks.
Bright Pattern’s features include:
- Call queuing
- Call recording
- Call routing
- Call scripting
- Conference calling
- CRM integration
- Predictive dialing
- Real-time reporting
- SMS messaging
Bright Pattern is easy to use and can be customized to meet the specific needs of your business. It’s also scalable, so you can increase or decrease its functionality as your needs change, and because it’s cloud-based, you can access it from anywhere with an internet connection.
What is Quality Assurance in a Call Center?
Quality assurance is the process of ensuring that all aspects of a call center operation are meeting or exceeding customer expectations. This includes the quality of customer service, the quality of the products and services offered, the quality of the interactions with customers, and the quality of the overall customer experience.
Quality assurance professionals are responsible for monitoring all aspects of the call center operation and making changes as needed to ensure that quality is maintained. They work with managers and employees to identify and correct any problems that may affect the quality of the customer experience. They also develop and implement policies and procedures to ensure that quality is consistently met or exceeded.
Quality assurance is an important part of any call center operation. It helps to ensure that customers are happy with the products and services offered and that they have a positive experience when interacting with the call center. Bright Pattern’s Quality Assurance system enables call centers to monitor 100% of all interactions on all channels. Many call centers are only able to sample a small percentage of interactions on only one channel, usually voice interactions. With Bright Pattern’s Omni QM technology, you can monitor interactions on other channels like chat, messenger app, and texting.
Connect With Bright Pattern
With QA being such a pivotal part of a successful call center operation, utilizing Bright Pattern’s call center quality assurance software can help contact center managers streamline their QA protocols and increase call center efficiency. Schedule a demo today to learn more about Bright Pattern’s call center solutions for enterprise businesses!