For companies operating an internal call centre operation, Nextgen Aus provides a flexible, scalable human resources solution.
The functionality of call centre operations within an organisation differs greatly from other departments. Staff turnover, ongoing training requirements, performance expectations and technology needs, are generally greater than say, an administration department.
An internal call centre is a front line function responsible for direct customer interaction, problem solving, complaint handling and sales. Quite often, this means the telephony operation is a key revenue driver and is largely responsible for customer satisfaction. Where this is the case, it is crucial to maintain intensive oversight with a high level of accountability, and it needs to be 100% quantifiable.
Most organisations are wise enough to understand the complexities of call centres and to accept that it requires specialist attention, which is why this is one of the world’s most outsourced business processes.
But if your company operates an internal call centre, Nextgen Aus is available to help ease the burden.
We can formulate a flexible program ranging from consulting services to full management of;
- Recruitment
- Sales agent training
- Scripting
- Demographic guidance
- Work flow
- Systems and processes
- Industrial relations
- Database management (including Do Not Call Register compliance)
- telemarketing legislation compliance
- payroll management, including superannuation