Call Center Management Featured Article
Agent Cross-Training Eases Call Center Management Concerns
Schedule flexibility is essential in the call center space when it comes to combating unexpectedly high call volume or agent downtime. Monet’s call center management software provides the intel to staff effectively in real time without leaving your call center vulnerable to volume fluctuations. While schedule flexibility can offer some relief, there are other strategies that a call center can employ to make sure they’re always sufficiently staffed.
According to recently released Monet blog, “If you have agents trained to handle multiple skills 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 10-15%. 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 that is especially useful in times of fewer resources and changing call volumes and patterns.”
Having a staff that can handle inquiries on a variety of topics will allow managers to plan around seasonal peaks. It will also enable agents within the call center to support each other on various topical issues when time allows. Cross training in conjunction with schedule flexibility and adherence monitoring can provide easy ways for call centers to improve their customer satisfaction.
No matter the vertical, call centers are at the whim of the dynamic flow of customer volume. By preparing for the unexpected call centers can make sure that they have all the basics covered and can continue to offer top notch customer care.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco