In these last weeks I have received multiple e-mails asking me about the title that originates this article.
Previously, we defined that the Call Center is a unit or department in a company (or in a specialized company) that is dedicated to the fulfillment of internal and external communication functions in a company. The relationships that can be established as a means of communication in companies are: between departments in the company, relationship with user and client and marketing functions.
A call center is created in order to provide an internal and external communication channel within the organization. This innovative channel can have multiple variants: chat, mail, voice, mobile unit, for example.
The information that reaches the organization through the Call Center is reused for its own benefit and that of its clients; as well as providing opportunities for improvement to the organization and its members.
Next we will pose some basic questions for the genesis of a Call Center. The suitability can be adjusted according to the requirement.
Personally, from the point of view of organizational communication, I have agreed to take four areas:
1- General Scope (communication unit within the organization)
- What does the organization seek for its internal and external customers? What is its degree of action? What units serve as support?
2- Scope of Human Resources
- Define the qualities and aptitudes of the advisors Define the work plan and staff development (skills within the service) Promotion, compensation and benefits policies.
3- Scope of Communication.
- Design of messages Design of communication schemes Guidelines for attention Information systems
4- Technological Field.
- Technological platform (IVR, Web CTI, multi-contact voice, mail, chat) Handfree system Telephone system Call recording system Contact center supervision system
As you can see, starting a Call Center is a broad and rigorous study where the main value is communication and human resources. These points are generally set aside to focus efforts on technology.
As a social communicator, I suggest that if we are in search of an innovative internal and external communication system within our organization, we must focus on its origin, development, start-up and achievements from the raised point of view.
The important thing is that we must humanize customer service services, not let ourselves be suffocated by technology and its variants.
