The article entitled „Proporcje gwarancją sukcesu” [„Proportions as a key to success”] Janusz Tomiczek enumerates the most important factors in effective management of call center focusing on customer service and sales.

- Call centers that are focused on sales and customer service are very specific, their functioning depends on several critical elements that include: efficient, well oriented and trained team of agents, multichannel access to the customer, extended, updated and easily accessible database and ICT tools supporting the call center operation. Manager, who wants to manage such call center efficiently and effectively must take into account each of the abovementioned elements - explains Janusz Tomiczek.

In his article, President of Alfavox pointed out the necessity of continuous and well-thought-out development of call center employees that can be supported by verification of their knowledge, trainings and appropriate incentive system.  Effective management of call center agents should be based on WFM system solutions, which turn out to be great tools in medium and large call centers.

ICT systems should be used not only for workforce management but also, or maybe first of all, in communication with customers.  They support access to necessary information on the customer, call recording, emotion analysis, sending confirmation of performed updates to the customer, etc.

- Inevitable element of each call center is appropriate management of customer satisfaction level, also through maintaining high FCR (First Call Resolution) indicator and analyzing customer satisfaction through application of specialized systems – explains Janusz Tomiczek.

You can read the entire article by Janusz Tomiczek in „Gazeta Finansowa” from 2nd December 2011, page 32.