Call Center Management Leverage Mobile Capabilities

The challenges of running the call center expand beyond scheduling according to anticipated call volumes. Managers need to know how to effectively motive agents, measure for performance, keep agents in schedule adherence, keep in line with budgets and so much more. It is a challenge to effectively manage all of these things within the physical environment – but what about taking it mobile?

This possibility was explored in a recent Monet Software blog as the call center management industry is experiencing a trend to make schedules more flexible and to better address the fluctuating call volumes within the call center environment. As call center managers strive to give agents more flexibility, Web-based communication tools are being put in place.

These collaboration tools provide the optimal platform for agents and supervisors to collaboration in near real-time. And, with the proliferation of new wireless, high bandwidth devices, the Web-based tools can be readily available from anywhere. As a result, the call center management is never out of touch with agents or the pace of the call center.

A couple examples for call center management seeking to extend the collaboration capabilities of Web-based tools include the receipt of alerts on mobile devices according to specific thresholds. More specifically, if service levels change or schedule adherence gets too far out of line, call center management can receive notification while on the go.

Schedule adherence is a critical tool to keep costs in line, yet call center management can’t always monitor for adherence when on the go. Web-based collaboration tools allow for this monitoring on the go. Schedule changes can be more easily managed on the spot, and staffing adjustments can be made as needed.

Exceptions to the established call center schedule also need to be handled and managed and when call center management is on the go and therefore unavailable, they can be difficult to address. When multiple locations are involved especially, exception handling can be effectively managed across the Web-based collaboration tools.

Shift bidding can also be leveraged through these Web-based tools. Call center management may need to open up shifts for bidding and assign agents on the fly. Their mobile device can be the optimal portal for conducting these activities. And, as more solutions are being offered through cloud computing, the options for call center managers on the go could be virtually endless.

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 Chris DiMarco