Call Center Management Featured Article
Call Center Management Doesn't Have to Look too Far to the Future to See Key Progress
Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of “The Jetsons” was a fun insight as most of us hoped that many of the devices used to streamline the characters’ day would be available for us by the time we were adults.
The reality that we’re still not there is one of life’s major disappointments.
Taking a look at business, however, we have a much different picture. We can see how things have evolved, where technology has streamlined processes and made things much more efficient. For call center management, it helps to make them more productive and effective in their roles. For the consumer, it means less frustration when interacting with a company.
In the insurance field, such progress is definitely a good thing. A recent blog by call center management solution provider Monet Software (News - Alert) points to the importance of getting ahead of the curve when it comes to changes. While some could offer challenges for the typical insurance call center environment, others will create opportunities that shouldn’t be missed. The provider highlights a few things expected sooner than later.
Agent selection – it’s no longer enough for the typical call center to hire someone with good phone skills. That individual will have to be effective across multiple channels, including online chat, email, texting and social media. Automation will also provide an opportunity for call center management to focus on bigger picture initiatives and empower agents to get more done.
Customer-facing technology – while customers will still need to contact the call center with issues and the need for information, it won’t be as common that they will turn to a phone, first. Much of the information the insurance companies need to share with customers is available online and through self-service channels. Many customers will do things on their own, either through a computer or smartphone.
Workforce management – while hiring the right agents will be key to success, it isn’t the only key. To be efficient, these contact centers need accurate forecasting, analytics, skill-based routing, the capture of important policyholder data, seamless information integration across multiple channels and so much more. The competitive call center is one where call center management has made the right investments to ensure the optimal customer experience.
At the end of the day, we might not be able to hit a button on the oven and open a door to a complete seven course meal, but we can pull out our phones and sign an insurance agreement, complete the first payment and share that information with key individuals. For most of us, that’s important progress.
Edited by Alicia Young