{"id":12988,"date":"2019-04-01T09:29:42","date_gmt":"2019-04-01T07:29:42","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=12988"},"modified":"2026-07-28T18:53:17","modified_gmt":"2026-07-28T16:53:17","slug":"practices-call-center-management","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/practices-call-center-management\/","title":{"rendered":"Some of the best practices to follow for a good call center management"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2019\/03\/Some-of-the-best-practices-to-follow-when-running-a-Call-center-2.jpg\" alt=\"call center management\" style=\"width:100%;height:auto;border-radius:12px;display:block;\" \/><\/div>\n<div id=\"fv-resumen-ia\" style=\"position:relative;background:#fff;border:1px solid #e8e8ee;border-radius:14px;box-shadow:0 6px 24px rgba(20,20,60,0.07);padding:20px 22px 16px;margin:0 0 28px 0;max-width:720px;font-family:inherit;overflow:hidden;\">\n<div style=\"position:absolute;left:0;top:0;bottom:0;width:5px;background:linear-gradient(180deg,#f6343f 0%,#ff7a45 100%);\"><\/div>\n<div style=\"display:flex;align-items:center;gap:10px;margin:0 0 6px;padding-left:8px;\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"flex-shrink:0;display:block;\"><path d=\"M12 2L13.9 9.1L21 11L13.9 12.9L12 21L10.1 12.9L3 11L10.1 9.1Z\" fill=\"#f6343f\"\/><path d=\"M19 3L19.6 5.4L22 6L19.6 6.6L19 9L18.4 6.6L16 6L18.4 5.4Z\" fill=\"#ff7a45\" opacity=\"0.85\"\/><\/svg><span style=\"font-weight:700;font-size:16px;color:#1a1a2e;letter-spacing:-0.2px;\">Summarize this article with AI<\/span><\/div>\n<div style=\"font-size:13.5px;color:#5b5b6e;margin:0 0 16px;padding-left:8px;line-height:1.5;\">Pick an AI: opens a chat with the summary ready to go \u2014 you just hit send.<\/div>\n<div style=\"display:flex;flex-wrap:wrap;gap:10px;padding-left:8px;\"><a data-ai=\"https:\/\/chatgpt.com\/?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#12a37f;display:inline-block;\"><\/span>ChatGPT<\/a><a data-ai=\"https:\/\/claude.ai\/new?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#d97757;display:inline-block;\"><\/span>Claude<\/a><a data-ai=\"https:\/\/www.perplexity.ai\/search?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#1fb8a6;display:inline-block;\"><\/span>Perplexity<\/a><\/div>\n<div style=\"font-size:11.5px;color:#9a9aae;margin:14px 0 0;padding-left:8px;\">Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account<\/div>\n<\/div>\n<p><script> (function(){ var card=document.getElementById('fv-resumen-ia'); if(!card)return; var h1=document.querySelector('article h1')||document.querySelector('h1'); var title=h1?h1.textContent.trim():document.title.replace(\/\\s*[|\\-\u2013\u2014].*$\/,'').trim(); var link=window.location.href; var enc=encodeURIComponent('Summarize this article from the Fonvirtual blog. Title: \u00ab'+title+'\u00bb. Link: '+link); card.querySelectorAll('a[data-ai]').forEach(function(a){a.href=a.getAttribute('data-ai')+enc;}); })(); <\/script><\/p>\n<p><span style=\"font-weight: 400;\">It is never an easy job to manage a Call center software. You can be successful though, by learning from the others in the industry who are successful. However, once you follow a few simple steps, and learn a few tricks, the advantages that the Call center management will bring to your company are endless.<\/span> <span style=\"font-weight: 400;\">Here we present to you some best practices for having successful management of a <a href=\"https:\/\/fonvirtual.com\/en\/call-center-software\/\">Call center software<\/a>. <\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">Tracking customer experience for the call center management<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">For a good call center management is common to start to prioritize customer satisfaction and experience before revenue. So, if you have not already been using customer surveys in collection and presentation of customer feedback, and using this information as a measure for customer satisfaction, we urge to start right now. But do not stop tracking the revenue, of course. However, if your higher ups want to know how business decisions are impacting customer experience, a robust historic data is going to be your friend. Getting customer feedback should be taken as a priority for most of the Call centers, and it should be the same for your Call center software as well. We should warn you though, it is not going to be easy. Most of the customers will often ignore the feedback request being made to them, especially when it is done over email. Online surveys have only a meagre 10% to 15% of the response rate.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">Track your churn rate for the call center management<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">If you are able to increase the rate of your customer retention by just five percent, it will help you boost your profits by 25% to 95%, as per the research undertaken by the Harvard Business school. Gartner\u2019s report shows that an increase in customer loyalty leads to increased profits, decreased costs of sales made, and gives your brand more credibility.<\/span> <span style=\"font-weight: 400;\">Retaining customers requires a kick in the butt to the churn. In order for you to do that, you must first know what churn means. Customer churn rate is a measure of the metrics that calculates the percentage of the customers who end their relationship with an organization in a given specified period. Whether you are measuring the churn or the retention rate really does not make much of a difference; they are just two sides of the coin. <\/span> <span style=\"font-weight: 400;\">According to most people though, churn is getting to be more popular as a metric. And investors are looking to be more interested in churn rate rather than retention rate. The recommendation is to measure your churn rate by year unless your customers are paying you on a monthly basis (in such cases, you should be measuring your churn rates on a monthly basis). Pay special attention to changes in churn rates, and how they are related to changes in your products or services.<\/span> &nbsp; <img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-12990 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2019\/03\/Some-of-the-best-practices-to-follow-when-running-a-Call-center-1.jpg\" alt=\"call center management\" width=\"400\" height=\"365\" \/> &nbsp; <\/p>\n<h2><span style=\"font-weight: 400;\">Segment your customers for the call center management<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">It is not just enough to track how many of your customer are churning, you will also need to keep track of who exactly is churning. To find that out, you must first divide al your customers into segments. <\/span> <span style=\"font-weight: 400;\">You can segment customers based on:<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Their likelihood of becoming loyal<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Their likelihood to be part of the churn<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How profitable their loyalty is to your business?<\/span><\/li>\n<\/ul>\n<p> <span style=\"font-weight: 400;\">A lot of organizations unconsciously assume that their digital-savvy customers are the most profitable. Though, it is true that these customers generally have a lower cost to serve, and businesses can woo them through personalized content and tailored services.<\/span> <span style=\"font-weight: 400;\">In order to get a good <a href=\"https:\/\/fonvirtual.com\/en\/\">call center management<\/a> and to find out who your most profitable customers actually are, make sure you are using the tools provided by data analytics to make sure that your measure of the ROI of your customer experience initiatives is correct. 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ChatGPTClaudePerplexity Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account It is never an easy job to manage a Call center software. You can be 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