Tips to Fine-Tune Your Contact Center

People tend not to like call centers. But most folks dig music. So as we’re exploring what’s wrong with some contact centers today, let’s strike up the band to make this shared experience a bit more fun.

Counting Crows (or OK Go)

As we all know, call centers and contact centers are big on measuring things. In these environments everything from agent schedule adherence (or noncompliance) to average call handle time to average abandonment rate, or more, is tracked.

But gaining value from your contact center is about more than just collecting data. It’s about collecting the right data and acting on it.

So as you set, or reset, your contact center strategy start out by defining your goals. Then figure out what key metrics you’ll need to track and improve to meet those goals. Inform your agents and managers what metrics are most important and how exactly they can help your contact center measure up on those fronts. And be clear on why these metrics are important for your business and its employees.

Culture Club (or Fun)

Nothing sucks the life out of an employee like working in an environment that is boring, depressing, mean, or uninspiring. So, to get best results from your contact center (and make life worth living), trying to create a positive vibe in all you do.

Hold occasional gatherings to keep employees in loop and engaged. Let them know you appreciate their work and that they’re part of something bigger than themselves. And work to correct mistakes when they happen, but trumpet individual and group successes when you achieve them.

Joy Division (or They Might Be Giants)

A verbal accolade is always welcome when the group meets a goal, or an individual goes above and beyond the call of duty. But cash is nice too.

Some employees may also appreciate rewards such as gift cards, movie passes, or vacation vouchers. When you reward great work, you tend to get more of it.

One Direction (or Asleep at the Wheel)

While certain agents have experience in contact center practices and can hit the ground running, most will require more detailed training than just “Sit here and answer this here phone.” So, if you don’t already have training procedures in place, you need to get on that.

Periodically reviewing your training materials and processes, and offering ongoing coaching to keep agents engaged and improving, can also help deliver best results. A knowledgebase that agents and managers can access during breaks or on an as-needed basis can also be really helpful in providing workers with direction.

R.E.M. (or The Suffers)

But if agents work for too long in one stretch, it can be hard for them to perform and retain much of anything. That’s why contact centers should avoid long shifts. In fact, contact center managers can allow for more flexible and reasonable shifts by using workforce management-supposed scheduling.

Edited by Maurice Nagle