Call Center Management Feature Article

May 25, 2011

Call Center Management: Three Tips for Optimal Performance

By Susan J. Campbell, TMCnet Contributing Editor

The dynamic atmosphere within the call center can make it an interesting place to work. Interesting may not always be the word used by call center management, but the challenges alone have got to be motivating enough to get the truly devoted dedicated to making the call center perform within tight budgets.

One key focus for call center management is to consistently improve service levels as customer interactions can make or break the business. This was the central topic in a recent Monet Software blog as the company offered intuitive and intelligent insight into how call center management can improve services levels.

A key challenge to improving customer service levels for call center management is to keep payroll costs under control. Budgets continue to be a key focus for call center management as its leaders have to answer to higher-ups when costs go beyond expectations. It does help if the call center can be leveraged into a profit center, but margins are still important and costs have to be kept under control.

To address these challenges, Monet Software offered a free webinar, 3 Ways to Improve Service Levels in your Call Center. During this live event, the company explained how three important forecasting and scheduling tasks can greatly impact service levels overall. These tasks include schedule optimization, forecast versus actual and schedule adherence.

Schedule optimization demands that call center management properly handle exceptions and place breaks, lunches, training, etc. where they should be in the schedule. Failing to account for these activities can leave the center understaffed in times of high volume, which will certainly leave customers and agents less than satisfied.

Call center management also have to place great priority on dealing with call volume fluctuations and adjusting schedules as necessary. In terms of schedule adherence, it is critical that call center management set goals, measure adherence and keep agents motivated enough to adhere to the schedules created. When call center management offers a program that is both flexible and accommodating to the needs of its agents, they are much more likely to build a staff of individuals motivated to perform.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco

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