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Is It Time to Scale up Your Call Center?

Your call center has been running great for months. You know your virtual call center software allows you to quickly scale up your operations but when is the right time to expand your team? Our customers come to us everyday looking for advice like this about their call centers. With over 13 years in the business, we know a thing or two about call center operations and we’re happy to pass along our expertise. In this article we’ll discuss a few signs that may indicate that it’s time to scale up your call center.

Your response time has slowed

Fast response times to your customers yields the best results. If you’re working at full capacity and you’re noticing that your customers’ wait time is longer than usual or you’re noticing a dip in the response time of your agents, it’s probably time to scale up your call center.

The success of a call center relies on the abilities of your employees and the satisfaction of your customers. Slow response times greatly affects both of those. Adding a few extra agents on your virtual call center software can help increase your response times because more employees will be available to answer calls.

Customer service levels are dropping

Successful call centers should be constantly utilizing the quality assessment tools built into their call center software. These tools help point out any drops in customer service levels. These drops are important to note because they may indicate that your call center employees are being stretched thin and thus, not able to reach high customer service levels. This scenario is another indicator that it may be time to add more agents to your call center.

If your employees are having hard time balancing their work load, their work will suffer. This can lead to the above-mentioned drop in service levels you may be experiencing. Expanding your call center with more agents helps manage the workload and allows each of your employees to focus on making each customer interaction a positive one.

Business is increasing

The great thing about virtual call center software is that as easy as it can be scaled up, it can be scaled down, too. This is especially useful during peak times of the year. For example, your call center may experience an increase of customers for a few months during the holidays. During this time, you may be experiencing some of the scenarios mentioned above. Ideally, the best solution is to scale up your call center to help take on the extra work load.

But what about when the busy season is over? As easy as you scaled up, you can remove seats from your virtual call center software as often as you need to help maintain the correct balance of agents to customers.

Your needs as a call center will be ever-changing so it’s important to use your quality assessment tools and study past trends in order to make the best decisions for your team. Virtual call center software makes it easy to scale up your call center. So is it time for you to expand your call center?