Let's get right to the point. Solving problems from the first call is the main task of any remote consultation. Every entrepreneur knows that customer satisfaction always converts into profit for the firm, and a quality service is a tool that helps generate money.

Controlling the quality of customer service in the call center is one way to manage operators' performance, but it still needs improvement. We looked at different aspects of call center organization and highlighted strategic actions that would help improve quality and quantitative performance metrics.

1. Automated service with the IVR system.

IVR system:

1. Reduces the waiting time for an operator to answer a question of interest
2. Reduces the cost of human resources because, according to statistics, IVR-system allows you to serve 30 to 60% of customers 24/7 without interruption.
3. Reduces the load on operators.
4. Allows you to implement automatic division of clients to company specialists, depending on the question a person has addressed.
5. Influences image formation.
6. It Makes it easier to organize informational and promotional services: informing about new products, wishes about holidays, and changes in work schedule.
7. Integrates with CRM.

IVR system and customer loyalty.
With all these advantages, the voice menu can harm the mood of customers. You must listen to the same information several times to solve your question. The voice menu is built according to an elaborate logical structure to avoid this disadvantage. The client can go directly to the operator if he has a non-standard question. Listening to useless information, in this case, is only annoying.

2. Personalized work with clients with the help of the CRM system.

You've heard a lot about the existence of different CRM, but you want to know how it will help your call center. Agree that the dream of any manager is to have quick access to all the cases of their subordinates; to be sure that all requests are processed; to consolidate company work and information about customers in one place; to prevent information leakage - these and not only these tasks can be solved with Natterbox. If you implement this program in your business, you will get higher efficiency. Despite natterbox pricing, this software is quite popular. And if you need help in managing leads, then you should look at leadfeeder review.

In addition to the above, the CRM can:

• choose a customer-relevant product based on the history of interaction and personal information, which is recorded in the system;
• to introduce a call processing procedure, thereby increasing the speed of staff work;
• planning of sales and profit forecasting;
• automatically distribute a base of contacts for calls;
• automate routine tasks of the personnel.

3. Work with burnout of the personnel.

Often, work in the call center is seen as temporary employment. The personnel turnover rate in this niche can vary from 20 to 40%.
Personnel turnover occurs due to intra-organizational reasons, for example, unsettled business processes, poor training organization, low pay, and objective-high dynamic load, which cannot be avoided but can only be compensated.
Their satisfaction with their work influences the duration and quality of work of employees, the size of their salary, as well as:

• availability of quality training and support at the stage of adaptation (shortened periods of training harm the further performance of operators);
• availability of flexible working hours;
• the ability of staff to communicate with each other during breaks;
• availability of a separate recreation area that can be used from their workplace;
• an opportunity for career growth.

Each of these items affects the final result. A well-built system of working with customers allows you to meet customer expectations, keep their loyalty, and avoid the spread of negative feedback.