Top Ranking Performers in the Contact Center World is considered to be the best global awards for call center services. One of the missions of this company is to make the call centers feel their importance and significance in the world. The selection of the Top Ranking Performers in the Contact Center World allows the companies to reconsider their vision and mission, to change the organizational aspects and refer to other particular moments.
Top Ranking Performers in the Contact Center World offers 34 opportunities for a call center to win. The award offers the following categories and subcategories: contact center individual awards (Best Contact Center Executive / Director, Best Contact Center Operational Manager Best Contact Center Sales Professional, Best Contact Center Supervisor, Best Contact Center Support Professional – HR, Best Contact Center Support Professional – IT, Best Contact Center Support Professional – Workforce Planning, Best Contact Center Trainer, Best Customer Service Professional and Quality Auditor), contact center company awards (Best Community Spirit, Best Contact Center, Best Contact Center Design Award, Best Customer Loyalty Program, Best Direct Response Campaign, Best Help Desk, Best Home / Remote Agent Program, Best In Customer Service, Best Incentive Scheme, Best Outbound Campaign, Best Outsourcing Partnership, Best Recruitment Campaign, Best Sales Campaign – Inbound or Outbound, Best Technology Innovation – Internal Solution, Best use of Self-service Technology, Best use of Social Media in the Contact Center, and Green Contact Center), and vendor awards and certification (Best Hosted Solution, Best Self service Solution, Best Workforce Management solution, Best Help Desk Solution, Best Training Company, Best Consultancy, Best Phone system, Best Multi-channel contact center solution, Best Quality Monitoring / Recording Solution, Best VoIP Solution, Best Performance Management Solution, Best Recruitment Solution, and Best Tech Innovation Vendor Solution).
All these awards are created for making sure that the best call centers are identified and the awards are provided at any possible category (Top Ranking Performers in the Contact Center World 2012). The awards presented by Top Ranking Performers in the Contact Center World are well known all over the world and it is considered be prestigious to have such an award is a good sign.
The Best Global Awards for Airlines Call Center
Airlines call centers are located all over the world. In most cases the quality of the call centers is considered by the regions, Asian (Middle East), American, European and African. However, the World Airline Awards has the specific awards for the airlines call center.
The World Airline Awards provide the prizes for many categories in the sphere of airlines, however, the telephone services offered to the customers by the airline companies are selected as an individual section. Africa, Asia, Australia / Pacific, China, Central Asia / India, Europe, Middle East, North America, C America / Caribbean and South America are the regions considered by the award.
The World Airline Awards pay attention to the quality of the services, the timeline of the offered service, the time spend on the problem solving, the politeness and qualification of the call center employees, etc. (World Airline Awards 2012). Even though that in most cases the regional awards remain dominating, the international airlines call center awards are also important as they help compare and contrast the services offered by the companies.
The Best Airlines Call Center in the World & Why
Even though the definition of the best company is an individual one and each customer understands the company services according to his/her needs, there are still some particular criteria according to which it is possible to identify the best airlines call center in the world. Before considering the best and the worst airlines call center, it is important to measure features according to which they are going to be assessed.
Here is a list of the qualities all the airlines call center should be asses: politeness of the staff (the possibility to identify the company clearly, speaking open and clear, the correctness of the used language, the appropriateness of the applied tone and the desire to be helpful which may be heard via the voice), the professionalism (the opportunity of a person to find the way out of a problem as fast as possible) and the ability to sustain stressful situations and remain calm.
These are the most general features each employee in the airlines call center should possess. Having conducted an analysis, the following results were achieved. Aeroplan, American, Continental, and United are the best airlines call centers which were identified among those which were considered.
The criteria used for selection were different and the personal perception of the situation was not the last measure, however, the professionally trained staff was the object of the research and their reaction and ability to find the problem solution as fast as possible was also appreciated.
Aeroplan is an Air Canada’s company and the employees in this airline call center are the best due to their awareness of all the possible problems people may have, the reaction time and the politeness these people show. It is obvious that he employees in this airline call center are professionals which have good training and constantly improve their qualification. The appreciation in favor of the American is in the simplification of the procedure.
While in other centers you are to answer a lot of questions before you are served, American is the airline call center which tries to reduce the time of the person who turns in with the request.
Continental is the company one can easily deal with. If some people may consider the employees of this call center too chatty, they should try to remember the time when had problems with the call center employees and when they turned there and the problem was not solved. Unites has also managed to gather the professionals who are able to request on any problems within the shortest period of time (One Mile at a Time – Comparing airline call centers 2011).
How Can Any Call Center Reduce Its Costs?
There are a lot of particular issues which can be done in order to reduce the costs of the call centers. Firs of all, the cloud-based approach should work independently from the cal center (How Waiting on Hold is a Lose-Lose Proposition for You and Your Customers 2012). Second, staff should be properly trained and this fact is really important.
The company should organize eLearning when time of the next training comes and this will essentially reduce the costs of the call center. Al the attempts to optimize staffing should also be considered as an effective measure of reducing the call center costs (Top Ten Ways to Reduce Contact Center Costs n.d.).
Dealing with call centers, it is important to understand the mission of such companies correctly. The reduction of the time spent on a call is not going to be effective. The time spent on problem solving should be reduced. Moreover, the time spend of customers’ waiting should be reduced as well (Bolte & Fleischman 2007).
People may use the computer services in spite of the human resources as this is really effective. It is just important to analyze the work of the call center and to understand which problems are the most important for people and which issues they usually turn with. Traditional telephone services should be substituted by the single, merged networks (Bell 2012).
Wisner (2011) is sure that “well-designed website self-service capabilities can further reduce the need for call center staffers, while adequately handling most customer queries” (p. 360). The design and availability of a website should also be measured appropriately. The software should correspond to the latest changes as science and innovative technologies do not stand at one and the same place.
These disciplines develop and there is always something one is able to consider for him/herself. The use of updated software helps to analyze the data and gather it (Barry 2012). An interview of the customers about their personal opinion about the company is important as the more customers the call canter serves the more money they get. Customer satisfaction should be one of the priorities of the company.
When time and equipment are considered and the appropriate measures for reducing costs there are taken it is important to consider the labor. It is possible to reduce the costs by means of reducing the labor expenses. In other words, the outsourcing should be used. When the call center is located in India or another country where the salary is lower and the level of language knowledge is on a high level, the company may locate the call center there.
The laws are not that strict in India that allows the company to save as well (O’Sullivan 2008). Staffing ratio should be reconsidered in accordance with the season tense. During the low seasons the use of the part time working time or flexible schedules should be used instead of full time employment.
Working discipline is important. Dealing with the employees who constantly late means to work with people who are unable to organize their time. How one will be able to organize the time of the company and the customers if they unable to deal with heir own. Such employees increase the costs (Barry 2012).
Audit is one of the most important assessment measures in any company which deals with financial benefit. Post season audit is the best method to consider what went best of all and which aspects created the problems. Only a correct measurement may help identify the unsupported expenses and reconsider those. Independent internal benchmarking is another measure which is to be taken.
Training seems rather expensive procedure, however, those who train personal employees have managed to notice the increase in costs as qualified professionals work faster and with higher proficiency. Therefore, they manage not only save money which were spend on their training, but also increase the revenue of the call center by means of serving more customers (Barry 2012).
Reference List
Barry, FC 2012, ‘Contact & Call Centers – Reduce Call Center Costs & Develop a Call Center Strategy’, F. Curtis Barry & Company,
Bell, E 2012, ‘VoIP reduces call center cost, improves productivity’, Enterprise Innovation, 30 July,
Bolte, T, & Fleischman, R 2007, ‘Still Struggling to Reduce Call Center Costs Without Losing Customers?’, SAP Insider,
‘How Waiting on Hold is a Lose-Lose Proposition for You and Your Customers’ 2012, Fonolo,
‘One Mile at a Time – Comparing airline call centers’ 2011, USA Today Travel, 30 June,
O’Sullivan, K 2008, Strategic Knowledge Management in Multinational Organizations, Idea Group Inc (IGI), New York.
Top Ranking Performers in the Contact Center World 2012, ‘Top Ten Ways to Reduce Contact Center Costs While Improving Service’ n.d., Technology Marketing Corporation,
Wisner, JD 2011, Principles of Supply Chain Management: A Balanced Approach, Cengage Learning, Stamford. World Airline Awards 2012, viewed