Customer contact call center responsiveness is a strategic profitability issue that requires Senior Management decisions. One of the first strategic decisions senior management must make is: How fast does the center need to be in order to retain customers and maintain profitability? Here is a brief primer on the essentials of call center management that senior executives need to know.
All customer contact call centers are in essence knowledge inventory operations. This is the central point behind the concept of knowledge centered support. Customers request access through any of several possible channels. Some channels are significantly more efficient, and therefore more profitable than others. The challenge for senior management is to properly align the strategy, process, people and technologies of the contact center and to set policies and priorities regarding those access channels to ensure the greatest profitability returns.
The drivers of customer contact call center profitability and success are Strategy, Process, People and Technology. The first executive briefing of the Contact Center Primer series covers the definition of these factors and the importance of their proper alignment.