Managing a telemarketing department goes beyond managing the number of answering machines (PAs), trunks and the level of service. It is a challenging task, but, like any activity that seeks results, adequate planning is necessary. Several issues need to be raised and discussed in advance.
One of them is team sizing in telemarketing, which consists of allocating resources correctly to cambodia telegram data cambodia telegram data at a lower cost, while maintaining quality of service.
Want to learn more about this topic? Then continue reading and follow some tips to correctly size your team!
Analyze the indicators for active service
Calculate the sizing of the PAs, considering:
- the number of contacts telemarketing team? in the list made available for the team to work with;
- the scope of the action, that is, the level of use of the list;
- the number of contact attempts based on the list;
- the number of calls answered over the number of attempts made;
- the average contact time and the dialing mode used ( predictive , manual or power), as the use of each has a direct influence on the occupancy rate of the attendants.
Analyze the indicators for receptive service
To calculate the size of the PAs, you must first consider the forecast of calls to be received per period (Forecast), as this way you can determine the number of attendants required for each shift of the day, always respecting the level of service contracted by the customer.
In addition, the average occupancy telemarketing team? time, which is the average service time, and the break times, which consist of the periods in which the attendant leaves the PA for breaks, training or meetings, must be taken into consideration.
Analyze the history of services
Analyze the history of all service, taking care to examine peak times and commemorative dates that influence the need, or not, for more attendants in the operation.
This analysis will allow the creation of a service model. Formulating scripts, for example, can directly reflect the Average Service Time (AST) required, which also involves the maximum volume of calls answered by each operator. This is a strategy that also avoids delays, errors and inconveniences, especially for customers.
Define trigger strategies
Define the best contact strategy between landline, cell phone, SMS, email and the best time to do it. The way and period in which contact is made has a direct influence on the size of the telemarketing team, since it changes the traffic and the number of calls.
Take the opportunity to also define the approach that will be used, according to the type of service. Don’t forget to avoid invasive and aggressive contact, as this directly reflects on the customer’s behavior.
Define the attendant’s profile with HR
The profile of the attendant influences the number of services he or she can perform skillfully and in a timely manner. For active service, the attendant must be creative, dedicated, persevering and self-motivated.
For inbound service, the agent must have all the telemarketing team? characteristics of the asset, adding flexibility, collaboration and communication. The more agents with pre-established profiles you have on your team, the better and closer you will be to the ideal team size.
Use a technological solution
Use a customer relationship management solution that provides you with service monitoring, where you can obtain considerable power (more calls) and quality (get productive calls), integrated with the IVR and dialer. Optimizing and consolidating information helps in decision making.
This management system also helps a lot in measuring results. After all, all the planning carried out must have an effect, otherwise it will have been in vain. The main metrics must be analyzed in detail and the goals must be based on this. In some cases, the data is much more accurate with the help of a program or platform.
But remember that these tools do not replace human work, much less the critical considerations that only a highly trained professional can carry out. In a 12 digital marketing experts who will succeed in 2024 environment , it is always important to pay attention to achieving maximum assertiveness.
Plan before you change execution sizing
A proper move requires a lot of planning. That’s why determining the workload is essential. The customer only realizes the asia email list when it’s finished, but the service representative must be prepared throughout the process.
Therefore, the ideal is for activities to be divided according to time, volume and positions. You will already have a general outline of the system when analyzing the indicators, so all you need to do is write down the production processes according to the company’s organizational structure.
Do a shift analysis
The volume of calls per operator is also determined through an in-depth analysis of the shifts. This allows you to assess the peak activity levels and the performance of each operator. From there, the performance assessment will be clearer and can be compared with the weight of your expenses.
In this case, the ideal is to invest in some technological solution to better control this movement. Receiving a report in graphs, for example, can better illustrate the data you need to have at hand.
Make an overtime forecast
By pricting the amount of overtime ne in a given period, it is possible to determine a better organization for the attendants’ shifts. However, keep in mind that a heavy schule causes fatigue and significantly affects the work rhythm.
When planning the size of your telemarketing team, try to alternate the workload with breaks. Vacations, leaves and rotation can contribute significantly to good performance in activities. And, so that the attendant continues to specialize, they can alternate their routine with training to further develop their professional skills.
Evaluate the infrastructure
Software and hardware for outbound and inbound telemarketing may vary, but they must be present within the call center infrastructure. In addition to management systems, another option is to implement CRM systems : the important thing is that the solutions are complete and offer comprehensive reports, in addition to having good technical support from a specializ team.
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