To continue DX at your call center, choose a system that can be used flexibly even after implementation. The first thing to consider is being able to introduce a system that is customizable and easy to use. Also, consider scalability, such as whether it can be used when your business expands and whether there are cost-effective pricing plans available even if the number of operators and bases increases. Replacing systems is a burden on the field, so it is important to choose a system that can be used continuously.
Is there sufficient support and is it easy to install and use?
It is important to have comprehensive support when promoting call center DX. If operators are resistant to the introduction of a system, operation will not progress. If collaboration with other departments is buy telemarketing data required, choosing a system that is also accepted by the relevant departments will make it easier to proceed with DX. With comprehensive support, you can receive individual support if you do not know how to use the system or if a system problem occurs. This is an important point for smoothly introducing a system and ensuring stable operation.
Call center DX steps
When promoting call center DX, it is important to proceed carefully by following the steps below.
- Collect and analyze call center issues
- Decide on the issues and tasks to be solved through DX
- Select a system without this certificate, no settlement will be made and plan DX
- Implement the system and check the effect
Here we will briefly explain what is needed in the four steps of DX.
Collect and analyze the current situation and issues of call centers
DX solves problems using digital technology. Understand the current state of the call center and comprehensively collect and analyze on-site issues. You can collect information from multiple angles by identifying issues at the call center based on KPIs, interviewing operators, and conducting questionnaire belgium business directory surveys of customers. Call centers are deeply involved with other departments. It is reasonable to investigate issues in related departments and consider DX measures that can solve them at the same time.
