Skill-based Scheduling and Routing in your Call Center
With the growing number of call types due to more complexity (pre-sales, sales, support, service, etc.) and the increasing number of channels (phone, web, email, twitter, etc.), it becomes more difficult to efficiently handle the incoming “traffic”, especially in small and medium-sized call centers. One solution is skill-based routing and scheduling. If you have agents trained to handle multiple types of calls and you use skill-based routing, you can reduce the number of agents needed to handle your call volume. The productivity gain from giving each agent two skills could easily be 5 to 15%. The importance of multi-skilled agents is that they form overlapping groups.
For example, having one group that can handle calls type A and B while another group takes calls type C and D, can be substantially improved by adding a group that is able to handle calls type B and C (or one of the other three combinations). This model provides a lot of flexibility especially in times of fewer resources and changing call volumes and patterns.
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious