Call Center Management Feature Article
February 19, 2013
Monet Live Offers Call Center Management Insight into Performance
By Susan J. Campbell, TMCnet Contributing Editor
When it comes to success in the call center environment, it’s all about performance. Call center management is under constant pressure to minimize the costs involved in handling the average customer interaction, while still delivering exceptional service levels. Going it alone can be an insurmountable task, driving the need for solutions that support these internal efforts.
Monet Software is a company focused on providing call center management with the solutions they need to drive performance and lower costs. A recent Monet Software video offers insight into how Monet Live can help these key customer service leaders to be more effective in their environments.
One of the best ways to drive performance in the call center is to track metrics throughout the day. This allows call center management to update forecasts and schedules, making necessary changes on the fly. If the workforce is too heavy for the actual call volume, forecasts and schedules can be adjusted accordingly.
In fact, the workforce management solution enabled through Monet Live grants access to a managing module with an intraday option that will display real-time information on the forecast versus actual activity. An intuitive dashboard allows the manager to compare a number of key performance indicators (KPIs) within the center and make any required adjustments to improve overall performance.
Planned and actual call activities are compared in real-time so service levels can be adjusted if needed, and Monet is integrated directly with the ACD to keep statistics updated throughout the day. The right side of the dashboard will display the actual number of agents against the required number of agents to best determine proper manpower. Call center management can also use this platform to calculate and display any trends in the center at any given time.
By identifying and examining these trends, managers can better determine what actions the center needs to take to ensure consistent performance. For instance, this feature may show that calls are running 23 percent above predicted levels. If this trend is expected to continue – based on information provided in the WFM program, the forecast can be modified and schedules even adjusted to reflect the change.
Such capabilities are critical in the call center environment as they help to ensure all activities are focused on performance. Agents are scheduled according to anticipated call volumes. When those volumes change, the center can lose money with too many agents on the clock, or risk a loss in customer satisfaction when too few agents are available to take calls.
Just how significant is the cost to the call center when scheduling is out of sync and agents are out of adherence? According to this TMCnet piece, the 200-seat call center with an average $15 per hour rate for all agents can lose $130,000 per year for every 10 minutes the agent base is out of adherence. The risk of losing money in an environment focused on customer loyalty and long-term revenue potential is great without the right tools in place.
Edited by Amanda Ciccatelli