If You Don’t Take Care of Your Customers, Someone Else Will

I am a Business Intelligence Analyst with years of experience in comprehending, scrutinizing, and illustrating data to obtain valuable insights. My aim is to effectively communicate the significance of the data to assist management in making informed decisions.

CONTACT CENTER

In order to effectively manage a Contact Center, one needs to have a thorough understanding of the unique customer contact environment, as well as an efficient planning and management framework. This can be achieved by having the right number of skilled individuals, in the appropriate location and during the necessary times, to handle an accurately predicted workload, while maintaining service level, quality and cost-effectiveness.

I can assist you in providing consistent and exceptional service by helping you develop a well-planned strategy for interacting with your customers. This strategy should include a systematic planning and management process consisting of six steps.

1. Determine Service Level and Response Time Objectives - Service Level applies to interactions that must be dealt with immediately, while Response Time Objectives pertains to those that can be resolved at a later time.

2. Collect Data - In today's world, data is considered to be the new oil in terms of business operations. It is essential for boosting productivity, innovation and gaining a deeper understanding of customer behavior. Therefore, it is crucial to assess whether your organization has a well-defined approach to collecting and organizing data that aligns with your overall business strategy.

3. Forecast Workload - This should include all aspects of customer contact, such as call volume, average handle time, emails, chats, social interactions, SMS, and any other related work that requires contact center resources.

4. Calculate Base Staff - Erlang C is the primary formula used in nearly all workforce management systems. However, more complex network environments and skilled-based routing might necessitate computer simulation models.

5. Organize Schedules - This involves forecasting who needs to be where and when. It is important to ensure that the right people are in the right places at the appropriate times.

6. Calculate Cost - This step entails projecting the costs associated with the resources required to meet service and quality objectives.

7. Reporting and Performance Measurements (KPI) - It is not enough to simply make accurate forecasts, schedule effectively and hire quality agents. It is also necessary to monitor your Contact Center KPIs and agent performance metrics to ensure that you are on track to meet your goals.