Wednesday, May 19, 2010

Improved Call Center Scheduling leads to increased customer satisfaction

Workforce management, call forecasting and agent scheduling is not only about efficiency, cost and service level metrics, but most importantly about how to better serve your customers. It’s about customer satisfaction. So, how does a more accurate forecast, flexible schedule and good agent adherence impact customer satisfaction:
  • A better schedule reduces the stress for your agents, resulting in improved call quality, call resolution, etc.
  • A better schedule helps you meet or exceed your service levels, ensuring that you answer calls in a timely manner
  • A more flexible schedule and shift model helps you to better deal with fluctuating call volumes, avoiding understaffing and longer wait times
Of course, there are many other factors that influence customer satisfaction, but letting customers wait for too long is often a major reason for dissatisfaction. Take a look at your customer satisfaction surveys and compare those with key metrics such as service levels, average wait, etc. to see if there are any trends or issues. You should also evaluate if you have the adequate workforce management tools available to properly schedule your agents for maximum performance, ensuring that customers are not left waiting their turn in line.

Monday, May 17, 2010

Skill-based scheduling and routing in your call center

With the growing number of call types due to more complexity (pre-sales, sales, support, service, etc.) and the increasing number of channels (phone, web, email, twitter, etc.), it becomes more difficult to efficiently handle the incoming "traffic", especially in small and medium-sized call centers. One solution is skill-based routing and scheduling. If you have agents trained to handle multiple types of calls and you use skill-based routing, you can reduce the number of agents needed to handle your call volume. The productivity gain from giving each agent two skills could easily be 5 to 15%. The importance of multi-skilled agents is that they form overlapping groups. For example, having one group that can handle calls type A and B while another group takes calls type C and D, can be substantially improved by adding a group that is able to handle calls type B and C (or one of the other three combinations). This model provides a lot of flexibility especially in times of fewer resources and changing call volumes and patterns.

Tuesday, May 11, 2010

How to simplify call center scheduling

Do you spend too much time on call center scheduling and still don't get the expected results? That's what we hear quite often when we talk to prospective customers. Either the forecast/schedule is not accurate enough, or it takes just too long to work through the spreadsheets and data from various sources, or both. There has to be a better way. There is - please join us for our upcoming webinar "How to simplify your call center scheduling" on May 27 at 10 a.m. PST. and learn how you can simplify your forecasting and scheduling work. We hope to see you.

Monday, May 10, 2010

Workforce management: Think big for small or medium sized call centers

It may be hard to believe, but smaller or medium-sized call centers are more difficult to manage because every agent and every call has more effect on the overall performance. If you have a 20 agent center and one agent is not available, you have a “5% resource problem” immediately. Or in call center terms, if your goal is an ASA (Average Speed of Answer) of 30 seconds for a 25 seat center, you might be surprised that the ASA changes to 59 seconds when only one agent is not available to take calls.
So, how can you manage this more efficiently with limited resources? You need to put more emphasis on accurate forecasting; a more flexible schedule and increased schedule adherence, which will have a positive impact on costs, services levels and service quality. With new web- and cloud-based WFM solutions even smaller call centers can take advantage of sophisticated forecasting, more effective scheduling and real-time adherence monitoring without breaking the bank. Think big.

Friday, May 7, 2010

Call center scheduling: Keep track of your shrinkage

Many centers underestimate the sheer volume of shrinkage (paid time but not taking calls). For example, in a 30 agent contact center 20 minutes of out of adherence status per agent equates to 10 hours per day in shrinkage. If those agents are being paid $12 per hour plus benefits, equaling $15 per hour, you would be losing $150 per day, $750 a week or $39,000 per year. While it is not possible to recover all lost time, imagine you can reduce shrinkage from 20 to 10 minutes resulting in a $20,000 savings alone, plus improved service levels. That is only the tip of the iceberg if you also consider lost sales due to shrinkage, which again, can easily add up to hundreds of thousands of dollars per year. How can you reduce shrinkage? There are three key elements involved:
  • Create a better match of actual call volume with agents’ availability
  • Optimize schedule by including all relevant parameters such as breaks, training, etc.
  • Improve schedule adherence by educating your agents, monitoring performance and providing incentives.