Shared call centres serve multiple businesses simultaneously on a single pool of agents and infrastructure. They provide a cheaper solution to a professional customer care team to many companies.
However, since there are a lot of clients to be attended to, there is one questions:
What is the secret of shared call centres having a high level of service quality?
Here’s how they do it.
1.Smart Call Routing Systems
The shared call centres have advanced routing technology whereby all calls are directed to the correct agent.
How it works:
- Calls are recognized with client related numbers/ IVR options.
- Each call is directed to the system to agents who are trained on that particular brand.
- It might have the priority level of VIP customers or emergency.
This would make sure that even in a common environment, every customer receives the appropriate help immediately.
2. Client-Specific Training for Agents
Not all agents in shared call centres are generalists; they are trained to be clear and accurate in dealing with various processes of clients.
Training includes:
- Knowledge in the product or service.
- Tone-of-voice and style of communication in the brand.
- Industry regulation and complying.
- Crisis-handling protocols
- Criminal client-specific tools and CRMs.
This training helps every agent to feel an extension of the internal team of the client.
3.Dedicated Knowledge Bases
Shared call centres have:
- Brand manuals
- Scripts and FAQs
- Troubleshooting guides
- Process checklists
They are updated on a regular basis, and agents are always in possession of the correct information at the tip of their fingers.
4.Service Level Agreement per Client.
Each client receives personal performance expectations which include:
- Average handling time
- First-call resolution rates
- Response time
- Satisfaction among customers.
- Measures of accuracy and compliance.
Monitoring of these SLAs is done in an hourly, daily and monthly basis to guarantee that standards are maintained.
5. Advanced Quality Monitoring
To ensure the consistency of the services, shared call centres spend much money on quality assurance (QA).
Quality measures include:
- Live call monitoring
- Randomized call audits
- Scorecards per client
- Customer surveys
- AI-based sentiment analysis
The QA teams consider the performance of agents one client at a time so that they can make specific improvements.
6.Workforce Management Tools
It is necessary to schedule accurately when dealing with several clients.
Workforce management (WFM) systems at shared centres are used to manage:
- Peak call hours
- Agent availability
- Multi-client staffing levels.
- Predicting and load balancing.
This reduces waiting hours and has 24/7 availability where necessary.
7.Brand-Specific Queues & Teams
Although the environment is communal, the structure will commonly comprise:
- Brand-specific teams
- Priority queues
- Dedicated senior agents or supervisors
This gives the impression of a call centre that is dedicated in a shared infrastructure.
8. Strong Data Security Protocols
Shared call centres impose to avoid cross-client data problems:
- Permission controls based on access.
- GDPR, HIPAA, PCI-DSS compliance (when required).
- Data isolation policies
- Frequent audits and training in security.
This makes the sensitive information of all clients to be safe.
9.On-Going Performance Reporting.
Clients are given a comprehensive report as:
- Call volume trends
- SLA performance
- Agent productivity
- Customer satisfaction (CSAT/NPS).
- Quality assurance insights
Such transparency will enable the clients to know the quality of the services provided and work together on its improvement.
10.Technology That Scales
Cloud-based platforms of shared call centres can support:
- High call volumes
- Multi-channel (voice, chat, email, SMS) support.
- Real-time analytics
- Connection with client CRMs.
This makes sure that it will be served consistently even in cases of spikes, campaigns or seasonal rushes.
Final Thoughts:
Shared call centres are made to provide quality service to a number of clients without compromising on quality. They provide individual, efficient, and professional assistance to every client through special training, advanced technology, structured processes, and hard quality control.