IFC Digital Finance Tools: Call Center Management

This part of the IFC Digital Finance Tools describes the significance of an efficient and sufficient call center infrastructure that is up-and-running at the launch of a mobile financial service offering. Management needs to be flexible enough to expand the call center rapidly in response to growth. This section provides a series of documents on call center management for mobile financial services.

Tool 1. Designing and Building a Call Center

The first tool explores the eight key steps required for the design of a call center. It also provides information that describes best practices related to each of the steps.

Tool 2. Call Center Calculator

This document describes the Erlang CC Modeler Pro, a calculator that can be purchased on the web for less than $100 USD. The tool helps users plan the size of their call center based on key information, such as hours of operations and calls expected. The CC Modeler Pro allows the user to play “what if” games to quickly determine how they would have to change their call center configuration to meet changing demands.

Tool 3. Hiring & Managing Staff

Once established, call centers require significant human resource management. This document explains a series of steps that should be considered to maximize return from all the center staff.

Tool 4. Measuring Call Center Performance

This document describes key benchmarks that should be measured to evaluate the performance of the call center. Based on best practices, the tool covers telephone, efficiency, human resource, and service benchmarks.

Tool 5. Call Center Agent Training

The final tool in this section provides some guidelines to maximize training outcomes.