Call Center Trends / Best Practice

Workplace Strategy, by Anthony Onagan 2010

In order to change the fundamental patterns of call centers, we must understand the evolving trends and identify key business drivers that make them successful. "Today's call centers have evolved to become sophisticated, high-tech showcases of services, support, and sales. Meanwhile, the look and layout of call centers is changing to keep up with the new demands being placed on them."

• Customer Focus — improved call quality and response time.
• Address training for new hires and continuing product support.
• Provide appropriate and accessible amenities and support spaces.
• Incorporate branding and identity within the call center.
• Recruitment and retention issues.
• Accommodate flexibility and multi-tasking.
• Address needs of outbound vs. inbound operations.
• Required separation for security.
• After-Hours requirements — 24/7 operations?
• Ability to accept business interruptions/traffic – call routing, etc. ts.
• Time zone coverage.
• Shared workspaces / hot desking / hoteling.