Call Center Management Featured Article
How Call Center Management Can Drive the Positive Outcome
In the call center environment, the sheer volume of tasks taking place within any given minute can complicate a process or allow for the collection of vital information. The key to ensuring efficient production is to focus on real-time management. The challenge in the past was having more than just a few employees to track.
Today, real-time management is a must for the call center environment if management hopes to meet performance criteria. Call center management solution provider, Monet Software, recently explored the topic in a blog. The company recommends a Brad Cleveland book, Call Center Management on Fast Forward. The main premise is to understand how to implement proven strategies that keep everything moving along as efficiently as possible.
In one supporting article, an example was shared where an airline used real-time management to get passengers loaded and a plane airborne before a storm set in. While situations in the call center don’t tend to be quite as life-threatening as this, they do matter to performance measures and the bottom line.
Call center management often relies on a real-time call center dashboard to manage incoming storms in the customer service environment. One example could be when the forecasted volume doesn’t match actual volume and customers are left waiting in the queue while customer service reps scramble to handle calls quickly.
Workforce optimization software makes it possible to adjust these forecasts and schedules in real-time. Also, managers can still receive alerts concerning key metrics and dashboard monitoring. Call recording can also be integrated so the calls needed for training and feedback purposes are captured and monitored.
These tools are great, but they are only as powerful as the call center management in place to ensure execution. Once decisions are made on next steps, actions need to be taken that deliver the desired results. When this component is lacking, however, service levels and response times may not deliver at a level considered satisfactory.
The good news is that companies like Monet Software have the tools and training to help call center management execute on key data to produce measurable results.
Edited by Stefania Viscusi