Ако допреди няколко години при въпроса: “Какво е Кол Център?” най-вероятния отговор, който можехте да получите е: “Не съм напълно сигурен, но определено не е нещо изключително важно.”, то сега ролята на кол центровете значително се промени. От безизвестни работни единици, те се превърнаха в незаменими елементи на огромно количество компании. Въпреки това, малко хора могат да дадат яснаca дефиниция на думата “кол център” и процесите, които се изпълняват от него.
Какво е “кол център”?
По дефиниция, кол центърът е централизиран отдел, който има функцията на “разпределителна станция” на информация, генерирана от входящи и изходящи обаждания. Кол центровете могат да бъдат два вида – вътрешни и външни. Вътрешните кол центрове оперират в рамките на конкретна компания и обработват вътрешни за нея обаждания. Външните кол центрове работят с различни компании и обслужват обаждания от всякакво естество.
Как работят кол центровете?
Кол центърът работи като комуникационен канал, който клиентите използват, за да отправят своите запитвания и проблеми към фирмите, на които те са или настоящи, или потенциални клиенти.
Малки и големи компании, опериращи в различни браншове, поверяват комуникацията с клиентите си на кол центрове. Този подход на работа не само гарантира обслужване на най-високо професионално ниво, но и това им позволява да се фокусират върху развитие на бизнеса си, прехвърляйки огромния товар върху умелите плещи на външния кол център.
Значението на кол центровете
Всички сме на едно мнение – обслужването на клиентите е ТОП приоритет на всяка една компания! А клиентите, те искат техните проблеми да бъдат адресирани и разрешени бързо и ефективно. Организациите трябва да имат на разположение представители, когато клиентите се обаждат, без значение какъв е поводът да ги търсят. Имайки това предвид, огромно предимство на кол центровете е, че могат да бъдат на разположение 24/7 или през времеви прозорец, който отговаря на очакванията на клиентите.
Екипи и структура на кол центъра
В различните кол центрове, може да съществува различна организация на съставляващите го елементи, но тук сме събрали структурните единици, които присъства във всеки един кол център.
Агенти

Агентите са ключовата точка за контакт между една организация и нейните клиенти , тъй като агентите говорят директно с клиентите и обработват техните обаждания. В зависимост от типа на кол центъра, агентите могат да обработват входящи или изходящи повиквания. Агентите в кол центъра имат умения за обслужване на клиенти, познават организацията и са креативни при решаване на проблеми.
Супервайзъри
Супервайзърите са друга ключова единица в един кол център. На тях се делегира обучаване на нови кадри, следене на работата и постоянно съдействие на агентите. Освен тези задачи, на един супервайзър могат да бъдат делегирани с още много разнородни отговорности, които да целят цялостно подобряване на представянето на кол центъра.
QA – Контрол по качеството
Контролът на качеството (QA) е практика, която гарантира, че продуктите или услугите отговарят на специфични изисквания и екипите за QA прилагат това на практика. Тези екипи наблюдават и оценяват телефонните обаждания на агентите в кол центровете, за да гарантират, че качеството на разговорите отговаря на стандартите на организацията.
IT
IT специалистите са от решаващо значение за кол центровете. Те гарантират, че технологиите и инструментите на агентите са актуални, което поддържа гладкото функциониране на кол центъра.
Как се измерва успехът на кол центъра?
Както всеки бизнес, и кол центърът като такъв, има своите KPI показатели. Сред най-важните такива са:
- задоволство на клиентските фирми и техните потребители
- брой обслужени обаждания за деня
Всички тези аспекти, а и още много други, трябва да бъдат взети под внимание от всеки един кол център. Ние, от Логикол България АД, смело можем да заявим, че тези показатели се следят изкъсо от нашите супервайзъри, за да можем да предоставим на нашите клиенти най-висококачествено облсужване. Направете вашето запитване сега!
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