Calls, Calls and More Calls: How to Manage

The call center is defined by one obvious word: calls. From the second agents start their shifts to the very last minute before they clock-out, they are answering endless inquiries about sales and customer complaints. However, whether the conversation lasts 10 minutes or just a few seconds, it is vital that each call is analyzed in order to gain insight on what is actually happening in the center.

Every organization must find a workforce management solutions that monitors operational data, displaces key performances indictors, and most importantly, the real-time status of key metrics for specific sites and skills. The Real-Time Pulse (News - Alert) feature allows call centers to see all the metrics in one single dashboard that is constantly being updated. Among the metrics that should be monitored in real-time, either through a dashboard or an alert system, are: average call handle time, abandoned calls, active calls, waiting calls, agent performance, first call resolution and schedule adherence.

With a metric system like the one from Monet Software, a provider of call center solutions, users will be able to measure the center’s performance against its set goals. This will help a call center constantly be alerted when it is failing to meet desired points and adjust its operations. On the Monet Metric screen an organization will be able to:

• Look at metrics from any group level, skill team, agent, supervisor, and more.
• Break your metrics down by time period, from daily to yearly intervals.
• Select all the goal statuses, red, yellow and green; or just a single one.
• See Gauges for your ‘Calls Abandoned Rating’ and ‘Calls Answered.’
• Set your own particular thresholds for your gauges.
• See the data set against your set parameters.
• View a table of your data, broken down by parameters you set, in this instance, groups.

With the ability to set daily to yearly goals, and a dashboard that is constantly being updated, there is no reason why a call center should not be increasing its performance levels each day. All the tools for an organization to manage its productivity are available on the market; however, it is up to them to utilize these solutions. For more information about Monet Metrics, check out the video here.

Edited by Alisen Downey