Warehouse Call Center Operations

Warehousing companies offer more services than just storing product. An extension of the warehouse service for many companies is the customer service center. The warehouse service will hire and train the personnel to handle your product line. The training typically includes product knowledge, up selling related products, answering questions, taking orders, and handling returns or issues.

Questions to ask when interviewing a warehouse about their customer service center:

• What is the turnover rate of their call center personnel? High turnover is usually indicative of some issue in being able to provide a high standard of service to the company, because of staffing issues.
• What does the training involve? Do they offer classroom instruction as well as a shadowing program?
• How long is the individual observed, before they are left on his or her own?
  

One of the best ways to find out how the call center operates is to observe the call center in action. Visit the facility and listen to the staff while they are handling phone calls.

What to observe:

• Are the calls answered in a positive and timely manner?
• Do the employees have good product knowledge?
• How well do they up sell related products?
  

This service can be a great way to gain the call center staffing needed without forking out the expense of purchasing computer equipment, location, and hiring staff. The nice thing for you is that you do not have to deal with the capital expenditure or training.

Sources
International Warehouse Logistics Association
Warehouse Education and Research Council