Five Bad Habits to Break at Your Call Center
The tough thing about bad habits is that they are so easy to fall into, and so difficult to stop.
These are five of the most common bad habits found at contact centers. If you are contending with any of them, here is how workforce optimization can make them go away.
1. Inefficient Scheduling
Sound, accurate schedules are created consistently with workforce management software. It’s especially useful at a time when agents are balancing school, family and other obligations, and would appreciate more input into the shifts they work. With WFM it’s easier to provide personalized scheduling options and to allow agents to change their own schedules. Usually this results in better coverage, and better service.
2. First Come, First Serve Call Routing
Yes, that’s the way it’s always been done at some contact centers – every call automatically goes to the first available agent. It’s not necessarily a bad habit, just an inefficient one. But by routing calls to agents based on specific criteria, it’s possible to boost first call resolution and overall customer service. The most common strategy is a skill-based system, connecting angry customers with agents who can calm them down, buyers with agents who know how to upsell, and calls with technical questions to agents with product expertise.
3. Taking Too Long to Collect Basic Information
There is no getting around asking for a customer’s ID information (date of birth), account information or contact information. But too many questions at the start of a call can be frustrating for the customer and time-consuming for the agent. A workforce optimization solution that includes analytics can deliver caller information more quickly.
4. Quality Monitoring With Random Calls
As with item #2 on our list, the bad habit here is relying on systems that were used for decades because they were the only systems available. Now, there’s a better way. With speech analytics, every call can be monitored and categorized based on pre-set criteria. This provides more insight into business practices and will also improve your training efforts.
5. Reactive Management
A shift ends, and you look at the numbers and see what went right and what went wrong, and try to make adjustments so the next shift is better. Instead, why not get proactive, with workforce management that provides real-time monitoring, so adherence issues and other problems can be corrected while they are still happening?
Monet Workforce Optimization contains the tools needed to help break all of these bad habits.
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