Workforce Management Featured Article
Improve Your Staffing with Call Recording
Whether a business is small or large, the most vital part of managing staff is creating a schedule that best optimizes the workforce. Sounds easy, right? Yet some of the largest enterprises have yet to implement a scheduling solution, and which is one of the biggest mistakes a company can make. Scheduling software has the ability to seamlessly manage a staff, utilize time efficiently, send important notifications regarding scheduling changes and status updates.
In addition to purchasing scheduling software, call centers should heed the advice Monet Software has shared with the industry to make double use out of their call recording solutions already in place. This is the first step toward implementing a scheduling strategy for organizations.
Five ways call recording helps improve staffing:
- Through call recording, managers can review customer interactions and rank agents on performance.
- Managers can identify specific areas in which an agent thrives, whether that is calming an angry customer, completing calls more quickly, or up-selling on a customer order.
- As it’s important to have specific skill sets represented on each call center shift, knowing the strengths and weaknesses of each agent will play a key role in staffing and scheduling decisions.
- As call centers focus more on quality assurance, call recording can also be combined with other data and metrics from workforce management systems to get more insights for improved training, coaching and staffing.
- Once supervisors have a handle on the talents of their staff members, they might consider creating shifts based on dedicated agent pools. In this scenario, agents with certain skills are assigned to a dedicated group that focuses primarily on their best attributes.
After an organization effectively weeds out its weaker employees it can now work on adopting a scheduling solution, like the one offered by Monet, that will create a flexible shift model, keep track of shrinkage, track and improve schedule adherence and keep the highest talent on staff by ranking agents.
To learn about key capabilities that will improve a call center’s staffing methods check out this call recoding video from Monet.
Edited by Blaise McNamee