Call Center Scheduling Feature Article
May 02, 2014
High Quality Customer Support Starts with High Quality Schedules
By Tracey E. Schelmetic, TMCnet Contributor
Call center managers are important people. They carry an organization’s reputation in their hands. Companies today are only as good as the quality of customer service they support, and customers are quick to abandon companies offering a lackluster performance. Once a company earns a bad reputation for customer service, it’s hard – VERY HARD – to disengage from that bad reputation. (And in the digital age, human memories may fade, but mistakes remain searchable for an eternity.)
Contact centers today use a variety of solutions and technologies to ensure that customers are being serviced in a timely way. After all, everyone’s time is precious, and today (more than any other time in history), customers are happiest and most loyal when they need to put forth as little effort as possible to do business with a company.
So with this goal in mind, which is the most important solution in a contact center manager’s arsenal? In a recent blog post, Monet Software CEO Chuck Ciarlo notes that this designation needs to go workforce optimization.
“The right call center workforce solution, perhaps more than any other component in a center’s operations, can deliver the customer service results that a manager strives to achieve,” writes Ciarlo. “It has a profound and direct link to both the effectiveness of employees and the efficiency of every call center process. The right technology can make service delivery faster and more flexible, while achieving more consistent results day after day, month after month, and year after year.”
Just as important, the right workforce management solution can build the best possible (and most realistic) schedule. This allows managers to ensure the right people are on the phones or other media channels at the right time so no calls go unanswered, abandoned, delayed or too rushed to be effective. Contact centers wishing to boost their quality of service can do so in many ways, but answering customer queries immediately and with the right answers every time can go a long way to this improvement of quality.
Ciarlo says there are some important questions for a contact center to consider before making a purchase of any solution, but specifically, a scheduling and workforce management solution.
“Investment in new or upgraded technology should be made with the customer’s needs in mind,” he writes. “Will this investment impact capacity? Will it shorten average wait time? Will it route calls to the most qualified agents?”
In the case of a twenty-first century scheduling solution, the answer to these questions is “yes.”
Edited by Stefania Viscusi