Call Center Scheduling Featured Article
Does Call Center Scheduling Care About the Human Element?
In the realm of customer service, it’s easy to look at the operations, customers and even staff as all numbers. You anticipate a certain call volume, for which you have to have a certain number of agents available to take their calls. Within the context of each call, there is a certain process that is followed and certain metrics you are trying to achieve. These numbers are all important in call center scheduling, but are they all you need to consider?
A recent Lalita Raman blog posted here explains why the numbers shouldn’t be the only focus. In fact, they shouldn’t even be your primary focus. Yes, you have to be able to coordinate call center scheduling according to anticipated volumes, but you also have to fill your center with the right people on the right channels at the right times. Raman’s story of frustration with a call center points to the importance of the individual.
After spending 45 minutes on the line with an agent, Raman’s call was disconnected. In trying to connect again with the right agent, she was sent on a bit of a wild goose chase and her frustration understandably mounted. While many of us would have been tempted to end the call and take our business elsewhere, Raman instead followed the process and was offered a connection with the agent’s supervisor. Thanks to the supervisor’s quality service and demonstrated empathy, Raman is still a satisfied customer.
The key to maintaining Raman’s business in this situation was empathy. The night supervisor who took her call demonstrated sincere consideration for the time Raman had already spent on the phone and the treatment she had experienced. She made a personal connection and followed through on promised steps. She saw Raman not as a number in a long line of calls, but instead as an individual with feelings that can contribute to an ongoing relationship or churn.
When determining your call center scheduling for the designated time period, there’s more to consider than just the numbers. The human element in empathy can be the difference between the angry customer who goes away mad and the angry customer who becomes a brand advocate. If you’re simply concerned with the numbers, you won’t be able to do anything about the angry customer. If you instead make empathy an important part of the customer interaction, you’ll be able to make that human connection and build relationships that grow only stronger.
Edited by Stefania Viscusi