Heighten Call Center Services with a Few Tips from Monet

For call centers to function properly, it’s important they have a systematic scheduling system in place to assure that each agent handles a call with a customer giving them the highest level of service experience as possible. For a workforce optimization company like Monet, it’s important to create solutions that help organizations solve some of their biggest problems, including meeting service requirements, delivering high quality services and controlling payroll costs. For call centers trying to improve on such topics, Monet offers a few tips:

Forecast Accuracy

Calls must be managed and scheduled correctly so customers don’t experience long wait times, especially when there’s high volume of calls coming in. The No.1 reason for dropped calls is because of long waits and sudden disconnections. With workforce management data, call centers can supervise workloads like chats and e-mails so that it gets forecasted accurately and puts the correct staff in place for daily operations.

Schedules and Tracking

With the creations of VoIP and PBX (News - Alert) business phones, it’s now possible for agents to work from home. Whether because of a physical injury or personal choice, the entire realm of scheduling has been changed because of these accommodations. To avoid employee turnover, managers must monitor agent requests and create schedules that help increase service levels. For more precise scheduling, managers must monitor all day activities such as breaks, changes in call volume and training sessions, so that service levels are maintained further.

Call Monitoring and Call Recording

Call Monitoring and call recording are key tools to managing interactions between agents and customers, and are also great examples to use for training sessions. This is especially useful when call centers have agents that work remotely, as some solutions even offer the ability to listen to calls while they’re live. With such capabilities, organizations are able to provide feedback about its agents and supervisors based on live or recorded calls and measure the customer interaction based on their criteria.

Training Programs

For call centers looking to physically train supervisors and agents on how to increase performance levels and further their education, companies like BenchmarkPortal (News - Alert) and RCCSP have developed a variety of courses that even include a certification exam. The hands-on call center management certification program will teach participants all the major tactical management skills needed for day-to-day operations of the call center.


Edited by Rory J. Thompson