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What is a Customer Service Call Center and Top Tips to Set It Up

How your business can take advantage of a customer service call center, no matter the size or type of business

Olivia Maier

· 3 min read

Customer service call centers have become more and more common as businesses prioritize connecting with their customers. Customer service call centers are simply call centers that specialize in handling customer service related tasks. This could include both inbound and outbound calls, and the agents would be specially trained in customer success tactics. When your business takes advantage of a customer service call center, you are providing a valuable resource to your customers. They will be able to work with specially trained agents, and they may even experience a higher rate of customer satisfaction. Your business would see those benefits too, as higher rates of customer satisfaction tend to result in improved retention rates, and increased word of mouth referrals.

Creating a customer service call center

When you are considering creating a customer service call center the first decision you will have to make is if you want to host your own call center, or outsource. When your goal is a high level of customer service, it is likely you will choose an in-house solution. This is because you can provide the specialty training in both customer success and your specific company.

From there, look at your specific goal: customer service. What metrics will you use to measure customer satisfaction? How will you determine the effectiveness of this new call center? Some common call center metrics can be combined with important customer service metrics to give you a better picture of what your customers are thinking.

Some metrics to consider:

  • Average handle time
  • Transfer rate
  • Abandoned in queue
  • First contact resolution
  • Cost per resolution
  • Customer retention

This isn’t an exhaustive list, but it can give you an idea of some metrics that your call center could be tracking.

The third thing to consider would be your budget, including the number of employees that will be specific to your customer service call center, the technology supporting your call center, and additional overhead costs. Determine what is a good fit for your business needs, and what makes sense within the context of your budget.

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Yodel’s Top 3 Tips

If you’re using Yodel to support your customer service call center, here are some top tips to create an effective call center.

  1. Take advantage of remote capabilities:

    If you’re looking for an inhouse way to provide 24/7 customer support, take advantage of Yodel’s virtual phone capabilities. You can have employees across the globe, supporting a variety of time zones, ensuring your customers can always reach a trained employee no matter the time of day. You can also take advantage of international numbers to make your phone lines even more accessible to a global customer base.

  2. Connect to your favorite CRM:

    Taking advantage of Yodel integrations only makes sense if your goal is to provide high quality customer service. Having valuable information from your CRM tools at your fingertips while on a phone call will help improve both your phone communication and help you reach your customer service goals.

  3. Reduce irrelevant calls:

    Spam calls and other irrelevant phone calls may be taking your agent’s time away from your customers. Yodel’s call screening capabilities can be leveraged to block spam callers, and determine caller intent before sending the call to an agent.

There are so many other ways that you can leverage Yodel to support your customer service call center, but taking advantage of those three are an excellent way to start!

In the end…

It makes sense why your business would want to set up a customer service call center. The process to do so is relatively easy, and you can take advantage of tools such as Yodel to help ensure success. Get started with Yodel today, and unlock a free 14 day trial.

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