Call Center Management Feature Article
January 13, 2009
Call Center Management Eases Economic Stress
By Michelle Robart, TMCnet Editor
As a result of today’s rocky economic climate, call centers all over the world are experiencing increased pressure. More effective call center management provides an opportunity to enhance productivity, reduce capital expenditures, and maximize performance.
Call center management has come a long way in that administrators have discovered the importance of adequately training, scheduling and motivating their agents to reduce attrition. Since agents are the most important aspect of call center management, it is especially important to keep them happy as well as maintain efficient operations.
To ensure call centers can reap the benefits of a call center management solution, a trusted vendor must be selected. As a call center management provider with focus on workforce management, Monet Software
has a proven reputation for delivering quality and value to ensure the call center can maximize performance and save money.
Monet focuses specifically on workforce management within the call center to automate the process of managing and planning agent work schedules, avoiding under or over staffing and ensuring agents are working when they are needed, while also utilizing their skills.
Before the advent of technology, many of the activities associated with training, scheduling and even motivation had to be completed manually and call center management was a process conducted by a specific team; not a software solution.
In order to drive effective call center operations, many managers are using automated call center management solutions. Managers are increasingly realizing the value of call center management solutions as they help boost efficiency within the call center.
Implementing automated call center management system will improve agent productivity and efficiency, and also eliminate the need to hire additional staff to handle management tasks.
Call center management solutions also give managers the required tools to effectively forecast for call volumes, schedule according to forecasts and agent availability, and include other important contact center events.
As a result of today’s tough economy, call centers all over the world are experiencing increased pressure. With call center management solutions, managers can rest assured that they can continue to provide the expected high level of customer service.
, providing insight into the call center industry, recently conducted a study that found that more than 50 percent of call centers employ a workforce manager or team that handles all call center management responsibilities. Another 46.1 percent of respondents said that their center’s management efforts were effective, while 24.7 percent said they were very effective.
As the weakening economy continues to challenge companies throughout the world, areas of the organization that do not generate revenue are at higher risk of being downsized, outsourced or even shut down. By adopting a call center management solution, call centers can maximize efficiency and reduce overall operating costs.
Monet Software has been successful at tailoring the call center management solution to especially fit the needs of small- and medium-sized call centers. Monet ensures that users are sufficiently trained and familiar with the system before using it in a working environment. Call center management solutions create a productive and efficient environment that will impact the bottom line.
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