Call Center Scheduling Feature Article
October 23, 2008
Call Center Scheduling Essential with Self-Service Model
By Susan J. Campbell, TMCnet Contributing Editor
This increased pressure is felt the most within the call center as agents are often the first – and sometimes only – point of interaction between the customer and the company. To ensure that the center can effectively support demand while controlling costs, many have moved to a self-serve model and examined the effectiveness of their call center scheduling.
According to Forrester (News - Alert) Research, the average self-service session costs the company $1. This is a significant savings over $10 for e-mail responses and $33 for a phone call. These numbers can jump substantially if resolution is not provided for the customer and they must continue to contact the company. Worse yet, the customer may decide that the company does not value their business and opt to instead interact with a competitor.
According to estimations by the Patricia Seybold Group, the average company loses 10 percent of its customers every year. Decreasing that defection rate by as little as 5 percent can drive profit increases of 25 to 125 percent. Customers will remain loyal if they are offered good products, reasonable prices and a strong customer experience. That experience must be consistent in all channels.
This is where proper call center scheduling is critical. If a customer is frustrated with a self-service application and they cannot get the resolution they need from the company, they are at the most risk of defecting to a competitor at that moment. To make matters worse, they are also more likely to tell friends and family about the experience.
A self-service model can only be effective if live agents are scheduled according to the projected needs of the call center in handling the overflow from the self-service channel. A vendor such as Monet Software can provide the call center scheduling solution necessary to achieve this goal.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart