小小的改进可以在呼叫中心运营中产生很大的不同。如何创造一个更好的呼叫中心，济南呼叫中心系统提出了他们的观点。
Small improvements can make a big difference in the call center operations. How to create a better call center, jinan call center system put forward their views.
1、 了解员工
understand the staff
在任何组织中，畅通的沟通是至关重要的。有些雇主实施开放政策，或尽量保持办公场所的可视性。重要的是花时间去了解你的员工，了解他们的个人利益。与员工沟通时，专业的、一致的、公平、公开和诚实是关键。确保你代表了公司的政策，并保证在任何时间，使用适当的语言和语调。
In any organization, open communication is very important. Some employers to implement the open policy, or try to keep the office visibility. It is important to take the time to understand your employees, understand their personal interests. Communicate with employees, professional, consistent, fair, open and honest is the key. Make sure you represent the company's policy, and ensure that at any time, using the appropriate language and tone of voice.
2、 让你的坐席代表与客户换位思考
was reclining at the table, let your representative empathy with the customers
每个呼叫中心将努力建立融洽的客户服务品牌。为了实现这一目标，经理必须确保他们开展培训，让座席代表站到客户的位置上换位思考。这将确保他们明白和理解他们与客户的交谈过程和优势。这种培训可以让团队更加地了解客户的决定。
Each call center will try to build rapport brand of customer service. To achieve this goal, the manager must ensure that they carry out training, let the seating on behalf of empathy to the customer's position. This will ensure that they know and understand that they talk to the customer's process and advantage. This kind of training can let team to know more about the customer decision.
这使得座席代表在与客户交谈时，能够散发出信心、专业能力和更好地为客户服务。反过来，这将意味着员工和客户之间的对话是有效的，有目标的和智能定位的。
This makes position represents when talking to a customer, can radiate confidence, professional ability and better service for the customer. This, in turn, will mean that the dialogue between staff and customers are effective, targeted and intelligent positioning.
3、 避免指责
avoid blame
指责对于杀死呼叫中心和相关的KPI都是致命的。它会导致座席代表、经理和相关人员的消极态度。关键是要解决问题。如果针对某个问题，你需要坚持自己的观点，那么可以开诚布公地与相关人员讨论，找到解决办法，并制订一项行动计划，以防止同样的事情再次发生。
Blame for the murder of the call center and relevant kpis are fatal. It leads to seating representatives, managers and related personnel's negative attitude. The key is to solve the problem. If for a problem, you need to stick to their point of view, and then you can openly discuss with related people, find a solution, and formulate a plan of action, in order to prevent the same thing happening again.
不要发送挖苦的电子邮件，特别是不要发给你想指责的那个人，这样做弊大于利。记住，当处理团队经理时，这个更重要，因为如果经理产生了消极态度，将关联到他们团队。这是搬起石头砸自己的脚。
Don't send sarcastic E-mail, especially to send you don't want to blame the man, do more harm than good. Remember, when dealing with team manager, this is more important, because if the manager had a negative attitude, will relate to their team. This is a shooting themselves in the foot.
4、 考虑调整兼职和全职员工的组合
consider the combination of the adjustment of part-time and full-time staff
如果可以选择，许多呼叫中心座席，更愿意兼职。无论他们是去上学或照顾子女，兼职工作都是具有吸引力的选择，它可以改善他们工作和生活的平衡。然而，员工不是这个策略的唯一受益者。通过实施这样一个方案，呼叫中心也可以体验较低的座席损耗，同时可能降低呼叫中心劳动力成本。
If can choose, many call center position, more willing to part-time. Whether they are to go to school or take care of their children, part-time jobs are an attractive option, it can improve their work/life balance. The employee is not the only beneficiaries of this strategy, however. By implementing such a scheme, the call center can also experience a lower position loss, at the same time could reduce Labour costs in the call center.
5、 内部招聘和升职
internal recruitment and promotion
不幸的是，许多呼叫中心的座席代表感觉他们的工作到了“死胡同”，他们在找到下一个呼叫中心工作之前。只是走走过场。像所有其他雇员一样，呼叫中心的座席代表需要感觉他们是有价值的。薪水、奖励和激励措施只有其中的一个办法。
Unfortunately, many call center position of the representative feel their work to the "dead end", before they find the next call center work. Just going through the motions. Like all other employees, call center position on behalf of the need to feel they are valuable. Salary, rewards and incentives for only one of the way.
另一种方法是让座席代表看到自己的职业生涯规划，不仅仅在呼叫中心，也可以在公司的其他地方。许多有效的公司有一个轮流计划，使每个员工可以在每个部门工作，这样他们能够看到整个公司是如何运作的。座席代表在呼叫中心工作后能够看到生命的意义，并可能有助于将其他现有员工招募到呼叫中心。
Another method is to make the position represent see their career planning, not only in the call center, can also in other parts of the company. Many effective company has a plan to take turns, make every employee can work in each department, so they can see how the whole company operation. Representative position after working in the call center can see the meaning of life, and may help to other existing staff recruitment to call center.