Depending on the size of your business and the optional features you choose to fit your workflow, you can have a cloud based call center set up and running smoothly in between one to five days. Larger companies may take longer if integrating new services with an existing company-based call center.
But in any case, much of this time is spent on training and learning the system rather than logistics. There are several best practices your company can implement to facilitate a fast, painless transition to your new cloud-based call center system.
Designate a point person
Your transition will go more smoothly if you put someone in charge as a liaison between your company and the call center provider. This will ensure requests and deliverables are tracked and managed so that nothing falls between the cracks.
Decide how you want the call center to interface with your employees in theory, and then review what changes may need to be made to your workflow. Make your point person responsible for putting the target workflow down in writing and discussing potential pitfalls with staff members. Creating flowcharts for various scenarios can be helpful depending on the complexity of your workflow, and it ensures that your internal team is on the same page as your call center implementation team.
Clearly communicate your needs and desires for how your ideal system should operate in the beginning of the process rather than the middle, so that your team doesn’t need to go back and start the build from scratch due to miscommunication. Create scripts for how to best handle each situation; these can be used to provide a clear example of your expectations to your call center provider.
The more information you can share in the beginning of the implementation, the less cause there will be to go back and try to change things during your system build.
Review the existing FAQs page on your website to make sure it’s up-to-date, and then have a brainstorming session with your team to determine any additional issues that commonly come up during customer communications. Determine which of these can be delegated to your call center to handle, and what will still require personalized care.
Develop a written protocol for each scenario that will be delegated, so you can easily communicate with your call center vendor. Keep in mind that today’s call centers not only use live operators, but a combination of artificial intelligence and predictive software to help your customers get the answers they need.
Along with your point person, determine who will need system access for things like reports and metrics, as well as who on your team will be fielding customer inquiries. Whenever possible, designate backups in case the primary team member is ever out sick or on vacation.
Know your goals
It’s important to have a clear picture of your customer service situation before you make the change. What is the typical daily call volume? What is a typical sales closing ratio or customer satisfaction score? Capture a snapshot of your current business model before making the switch, so that you can clearly identify areas of improvement and successes.
If some of your staff will have reduced role in answering phones, make sure they are clear about what their new job duties will be, and help them create a new set of metrics and goals for your staff to meet. Be aware that sometimes, if people feel that they are being replaced, morale and productivity can go down. Frame the change in a positive light, focusing on the new tasks your staff will be able to accomplish.