Wednesday, 31 August 2011

What are the best opening hours for a call centre

An interesting article appeared on the Call Centre Helper website recently entitled “What are the best opening hours for a call centre”

The article was interesting from a number of viewpoints
  • Costs
  • Availability 
  • Customer service 
As those involved in the call centre arena know, a major part of call centre success is related directly to opening hours. This can be divided into 2 main areas. Opening hours that directly affect consumers and opening times that affect business.

Keeping call centres open 24 hours per day is generally not possible, unless required, as it is a costly exercise both in terms of financial impact and HR. However by offering the right mix of opening hours becomes an important ingredient in delivering customer satisfaction.

By offering the right mix of opening hours is important when delivering the right mix of customer experiences that benefit all.

The article goes into more details covering areas such as
  • Extended office hours 
  • Outbound calling 
  • Making use of web self-service 
  • Staff redeployment 
  • Use of an answer machines 
Read the article on the best opening hours for a call centre

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