Got a good handle on your call center operations? A hard look now might prevent tough times later. That goes for any business—big, mid-sized or franchised.
It means going beyond look-sees. Cursory checks squeezed in between shift changes and crunch times don’t cut it. Systematic reviews are required to uncover flaws before they become full-blown problems.
But that can’t happen if you don’t ask the right questions. Below are some to assess operations. They aren’t an end-all be-all. Rather, they’re a level set. Intended to help call centers prepare and perform better.
And when tracking operational metrics, make sure you ask the ones that matter most for your business. Determine the right measurements that best position you for success.
For customer service, this is a balancing act to integrate artificial intelligence and intelligent agents. Customers expect automated responses for speedy service. That works for simple interactions. But they also want agents to step in when transactions get complex. Do your operations integrate the two well?
With record unemployment nationwide, finding good call center agents is tougher than ever. To ensure a steady stream of qualified applicants, your recruiting process should be robust. Once is in the pipeline, they should be quickly assessed, notified and assigned. Do you keep them waiting? If so, you’ll end up wanting for talent.
Scheduling or workforce management is part art and part science. The science, while precise, can be too one-sided in certain circumstances. A call center leader, savvy in ever-fluctuating demands, also is practiced in the art of forecasting. Think on-paper planning versus practical execution. How accurate are your projections?
You’ve gone through all the effort to find the best agents for client programs. The trick now is keeping them interested in the work and wanting to perform. This requires constant communications—from offering new skills, incentives and work/life balance. How well do you value them? Because happy agents make for satisfied clients and customers.
What gets measured gets managed. Right? Without the right metrics, call center operations are hit-or-miss. And random is not a reliable operating model. What would you give to have in hand measurements that matter? Be able to identify patterns, pinpoint problems and correct them—before they become full-blown.