[Evan HamiltonParticipant]

We’re potentially doing some expansion that would require a big, 24/7 support team. I’ve always been fairly opposed to call centers, but I’m also striving to be better at giving new things a fair shake.

Has anyone here been in a situation where they had to consider, set up, or run a call center? Whether you decided to do it or not, I’d love to chat with you!

[Hoon ParkParticipant]

I’ve never considered, set up or run a call center, but I’ve worked in two of them in previous roles (talking to 401(k) plan participants).

One was an example of a really great working experience (even when I took upwards of 100 calls a day), and the other was not-so-great to put it mildly.

[Erica VarleseParticipant]

My team at Automattic, Store Happiness, has been experimenting with voice support. We haven’t set up a call center, but built an internal tool that we use, ranging from answering questions from one new user per day to making over hundred courtesy calls regarding expiring upgrades. If that experience would be of any help, I’d be glad to offer some insight of what we learned/are learning

[Andrew MoyerParticipant]

Hey @Evan, I didn’t necessarily help with setting a call center up but I was very connected to the logic around why we used a call center versus email/chat support as well as the inner workings of how it was managed. I can also reach out to some of my contacts at iContact that played a more integral role in building and managing our support center.

[Evan HamiltonParticipant]

@andrewmoyer That would be fantastic!

@ericavarlese Spoke with (your) Andrew a bit - may connect with you when we’re closer to looking at implementation!

[Carolyn JaskolkaParticipant]

Hey @Evan, I currently manage a “call center” of about 10 people at CommerceHub. We’re an ecommerce platform for dropship suppliers and retailers. I’d be happy to help if I can!

- Carolyn

 

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