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CALL CENTER METRICS: What are they and how do we measure them?

In the Call Center or Contact center world, there are a number of details that we monitor that help us to know how we’re doing. The industry term that we call these details is Metrics and as time and technology has progressed the number of metrics that we measure has progressed as well. While the early years of call center metrics tended to focus on efficiency, in more recent years, we have become much more concerned with quality. There are numerous metrics that can be measured, but I’d like to look at the top five. Quality Scores: These are probably the most important metric because they can provide a great overview for the call center as well as individual agents. We can look at the overall caller experience as well as the conversations the agents are having on their phones. Quality scores are typically measured between 5 and 10 calls per agent per month. First Call Resolution (FCR): This metric can also be known as “First Contact Resolution.” Basically FCR allows contact centers to see how many times a customer needs to call a company in order to get a problem resolved. While Quality scores measure from the Call Center perspective, FCR allows us to measure from the customer’s perspective. We can all relate to this, for each of us has, at one time or another, had a frustrating customer service issue that took a while to resolve. Believe me, call centers like to see high numbers on this metric; high numbers mean that issues are being resolved quickly and customers are not having to call over and over regarding the same issue. Sometimes this particular metric can be a bit murky in that often a customer may call within a seven day period about different issues. Here are some of the ways we measure FCR: Calls are monitored to determine if the agent can give a satisfactory answer the first time. Monitoring the number of callers that call back within a 7 day period. Monitoring the calling party number within a set period Monitoring the reason for call Using a post-call IVR survey Looking at the quality of answer and positiveness measured by a third party. Most importantly a call center must look at some of the benefits it can reap Significant reduction in the call volume Reduction in the operational cost Reduce Cost of complaint call Identification of customer problems Customer Satisfaction: The old favorite amongst call centers. Basically, this tells us if our customers are happy with the service they received from our agents. A simple way to improve this metric is to cultivate the culture in your call center and encourage the agents to always put the customer at the heart of your decision, be focused on problem solving and just not the process and you will see customer satisfaction growing. Capture the customer feedback, use them to identify opportunities within the call center and improve agents. This metric can be easily measured through an IVR survey, follow-up e-mail survey or mobile surveys. Service Level: While some in the call center industry may not see this as one of the top five, I certainly do. It was one of the very first metrics to be developed and it looks at the percentage of calls that are answered within a given time. For example: 80% of the calls are answered within 20 seconds or 95% of the calls are answered within 15 seconds. While this metric does measure efficiency, from the customer’s perspective, not having to sit on-hold for several minutes weighs heavily when it comes to offering their feedback. There can be many reasons that impacts the services levels such as longer call length, fluctuations in call volume, schedule adherence, inaccurate forecast and exception time. Average Handling Time: This metric is an efficiency metric looking at the total amount of time taken to handle a call. This includes talk-time, on-hold time and wrap-up. Some of the customers want low AHT and some don’t. Here are some of the questions you must ask yourself before you decide. What are the benefits of having low AHT? Do your customers want you to have low AHT? Are your agents ready to reduce AHT? As I mentioned above, there are many more metrics that can be measured, but these listed tend to be first and foremost among call centers and they have a way of helping call centers get “back to basics” so to speak when it comes to providing superior customer service. This blog has been written by Etech’s Matt Rocco, President and Managing Member. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at info@etechgs.com.

Continuous Process Improvement: A Part of a Call Center’s DNA

No matter what industry your call center is in continuous process improvement, a method of continually redesigning business protocols for increased efficiency is a vital cornerstone of business excellence. CPI can turn a struggling company into a major competitor in whatever industry your business is in. By systematically reviewing current company procedures and introducing incremental changes, you can provide the foundation for a breakthrough. As the changes are incorporated into day-to-day business protocols, you will notice an increase in efficiency that can lead to better response times, faster call resolution and a more positive customer sentiment. All of this translates to more success as a company. By improving processes regularly, contact centers can better prepare themselves to meet major business goals. Making Continuous Process Improvement a Habit If a business really wants to be successful, CPI has to be more than a talking piece. It must be a habit. It must be a predominant characteristic of a call center rather than a technique that is implemented occasionally and forgotten about the rest of the time. If the latter is the case for a company, the executives may find themselves wanting to change without knowing what strategies would be the best to bring about that transformation. What can you do to make CPI a part of your company’s DNA? Consider using strategies, such as: Planning for the change you want to see. If you want improvements to be successful, you need to know what the company’s goals are. Is it more important for the contact center to improve customer satisfaction or safeguard personal data? Once you know what areas need to be improved, you will have a better idea what sort of changes to implement on the current processes. Preparing the team for the upcoming change. In order to test out planned changes, you may want to make the alteration on a small scale first. Even so, you need to be aware that people do not like change. In order to avoid resistance from the workforce, you need to incorporate training and dialogue into the process of improvement. Listening to the feedback. Some business processes seem efficient on paper, but once you have tried out the change on a small group, you may come to realize that the efficiency is lacking. In order to really find out what the merits of your improvements are, you need to be willing to listen to the thoughts of your supervisors and customer service representatives. This is the time to make minor changes to your new processes, so you can better meet your business excellence goals. Implementing the change on a large scale. After the initial testing of the new process, you may be ready to introduce the procedure to the entire center. Remember to still incorporate adequate training, so the larger workforce is able to make the alterations a normal part of their interactions with customers. Incorporating this four-part, cyclical strategy into your business may make it easier for CPI to be a major part of the company. In order to really be successful with CPI, it has to be more than a fallback plan. It has to be etched into the DNA of your call center. This blog was first published on LinkedIn.

Why Do Leaders Require Vision to Drive Success?

Have you ever noticed how the word “boss” is often used in a negative context? Very rarely do people use the word in praise; rather, you more often hear terms like “the boss is getting after me again” or “my boss is so demanding.” Perhaps Theodore Roosevelt summed up the reason behind this trend best when he said “People often ask the difference between a leader and a boss. The leader leads, and the boss drives.” At face value, driving may seem simple. After all, you know where you’re going, and as long as your workforce is on board, everyone will arrive where you need to be together. Yet what if circumstances compel you to relinquish the wheel? Do the passengers traveling with you as you journey towards call center success know and understand the destination? Are they even aware of the route you’re taking? They are if you’ve made the decision to lead rather than simply drive. Do You Know Where You Going? Yet passing the vision of where your contact center may be going on to your employees requires that you first acquire it yourself. Do you have a destination that you are heading towards, or do your operations indicate that you are simply content treading water? Determining what your professional goals may be can turn your vision from a perceived desire to an achievable accomplishment. How Do You Show Your Staff How to Get There? Having a professional destination in mind helps in better leading your workforce towards improvements and success. It allows you chart a professional course by establishing the following five elements: A fundamental knowledge of what you’re doing : Too often, employees fall into the trap of doing what they do simply because that’s what they were told by their contact center manager. This can easily breed an atmosphere of content because they feel as though their only supporting his or her individual success. However, if you show them how what they’re doing supports your organization’s goals, your staff’s work becomes more purposeful. An operational framework : Once your workforce understands how the “why” gets them to where you all want to be, they then need to know the “how.” That comes by developing a framework designed specifically to help secure achievements rather than simply generating workflow. An achievable goal : Don’t allow your goals to simply be figurative; that makes it easier to justify not reaching them. Rather, establish a well-defined indicator of success that employees can see and experience once they reach help you to reach it. Continuous monitoring : It’s easy to get lost in your pursuit of an objective if you never assess where you currently are. Monitoring performance in relation to your goals allows you to become more engaged with your employees in your pursuit of success. Not only does it make plotting your course easier, but it allows you to identify areas where certain individuals are either struggling or over-achieving. An attitude of adaptability : Your plans will rarely go as you initially anticipated them. Thus, when new obstacles or opportunities present themselves, you need to be willing to adapt your operations if you see them leading you away from your objective. Every employee at every of a company is on a journey, and like all journeys, each must have a destination. It’s up to you as a leader within your contact center to convey your vision of where your organization’s journey will ultimately end up, and what collectively must be done in order to get there. Doing so ensures that you’re not simply driving a group of uninterested people along the pathway, but rather leading an engaged group of travelers.

How to Find Effective Leaders

While it’s great to have effective leaders now, call centers should be sure they’re looking toward the future for their next equally effective leaders. As careers advance and circumstances change, a contact center manager might leave and take her or his talents elsewhere. Being on the lookout for capable managers should always be a top priority, and here are few strategies for doing just that. Start Internally Rather than start your search externally, look at your current employees to determine which of them have the qualities of a leader. In addition to the qualities, these individuals should have the solid foundation of a leader, which is to say that the employee should display the character, knowledge and skills of an effective leader for your specific call center. Additionally, those you’re considering should have the charisma necessary to inspire other employees and give them the motivation necessary to accomplish the goals of the contact center. Any candidates you’re considering should be just as effective in the long-term as they are in the short-term. Recognize Leadership Identifiers Now that you know to start your leadership search internally, it’s time to learn the exact qualities of a good leader. One of the first things to do is gauge your potential leader’s commitment to your company. While an individual might display the qualities of a leader, those qualities won’t do you much good if that person doesn’t plan on remaining with your company for very long. Observe your candidates to see how eager they are to learn new things and help their fellow employees. Additionally, do your best to determine whether candidates are only gunning for a promotion or raise, or if they genuinely want to make the company better. Focus on the Future Generation The important thing to bear in mind about your next effective call center manager is that the individual should be aware of the changes taking place in the industry as well as the world around them. What this means is you shouldn’t neglect your millennial employees during your search. No matter how you might feel about how they work ethic or focus, you can’t deny the fact that they can serve as powerful resources for the success of your call center. Making a millennial a leader is sure to give you a unique insight that can’t be provided by an older leader candidate. Know the Different Roles of Leadership A truly effective leader is multifaced, able to change and combine roles as needed to lead a team and accomplish goals. What this means is you want a leader who sets standards and knows how to successfully keep the team on track. You also want a leader who excels at planning, team coordination and project management to take care of details great and small. Leaders should also work with their team rather than only give them orders. If you can’t find every role exemplified in a single candidate, consider a combination of leaders to bring out the best in your team and call center. With a little guidance, finding effective leaders is made much easier. Put these tips to good use during your search and you’re sure to be pleased with the results.

Customer Service Automation: A new way to Improve Quality in Contact Center

The modern contact center is always developing and contact centers need to evolve with time and technology. Before evolving your contact center, there are always components to be taken care of for improving and offering superior quality to all customers, which is an Effortless Customer Experience. If a contact center provides an effortless customer experience, the call center needs to develop a definition that the employees can relate to and deliver. To stay ahead of the competition, it’s important for all call center leaders to have an eye on trends. Customer Experience and Service has evolved over a decade with digital advancements. To set yourself apart in the market, you need to incorporate the customer service strategy focused on delivering an effortless customer experience, which includes go where your customers are, engage every employee, collect operational insights and gather competitive information. Here are 5 key differentiators that you need to recognize for a successful customer experience: Customer experience Customer experience reflects how the customer feels about your company and product. It is the mode of interaction between a customer and an organization over the duration of the relationship. Happy and satisfied customers grow from being customers to being loyal advocates. Create an Omni-channel Customers use various channels such as website, live chat, social media, and email. Businesses should be ready to deliver this effortless customer service on any channel. Creating an omni-channel experience for customers expect is crucial for success of any company. Engage all employees The best designed processes and systems will only be effective if carried out by the employees of the company. Rewarding your team is very important. Creating a great culture will be translated straight to the customers. Creating a winning culture is one thing which I have seen over the years that will brings business to the next level. Operational insights Using customer interactions to gather operational insights helps improve processes. This optimizes the customer experience approach, lower call volume and reduces repeat calls for similar problems and positively impacts the bottom line of business. Gather competitive information Gathering competitive insights will help you identify more up-sell, cross-sell opportunities. For a successful customer service, you need to make sure that you have the right employees to handle the customer service job who can deliver an effortless customer experience. The most important thing is to know what to look for in the potential candidates while interviewing them. The key is to understand who they are based on the answers they share during the interview. The days of hiring for Empathy are coming to an end, customers want their issue resolved on the first call therefore it’s important to hire people who can own the situation and take it to resolutions. This includes good communication, active listening, problem solvers and the right attitude to do the job. Hiring the right people that fit into the company culture helps to effectively serve your customers. A person needs to have a mind-set of effortless customer service, which is not only being ready to serve others but a willingness to go the extra mile for creating a truly positive and memorable customer experience and making customers happy. So, what type of employees does your company needs? The answer is simple – deliberate, detail-oriented people will go a long way in meeting the needs of your customers and for your company. The leaders here play a very important role. They are not only great examples for other team members to follow; they are excellent problem solvers, responsibility takers and decision makers. Leadership skills are critical in complicated situations when a customer expects someone to take the wheel and offer them a quick and efficient solution. To stay ahead of the competition, it’s important for leaders to have an eye on trends that have the potential to accelerate. Technology will allow companies to communicate with the customer and add value in new ways. Some of the important innovative trends in customer service are: Contact centers as engagement centers Today’s contact centers are seamless extensions of brands, and a place for constant feedback between your business and your customer’s ¬ a place where you can build personal relationships and transform customers into brand advocates. Customer experience Offering an exceptional customer experience wins some loyal customers. A string of loyal customers who rave about your brand is one of the key things you need to beat the competition. Exceptional customer service is making the customers feel they are the most important for the few minutes you are interacting with them. You assure them that you will do that you can to make their day better. Live Chat We see brands proactively start to initiate chat interactions where a customer is detected fumbling through their online support environment. Chat has emerged as the most natural channel for customers to interact though as it gives customers all-important privacy, as well as the freedom to drop and pick up conversations later. Social Support Technology has made it easier for brands to provide a more compelling customer experience on social. It provides options to seamlessly take interactions off social media to a private phone call with an agent. The company’s Twitter account can tweet back to the customer with a custom link that works only for that customer. But in considering these emerging technologies, many brands are still very behind when it comes to social. Being in this competitive market, I have always believed that a properly developed brand can be worth billions! It’s all about creating the right experience which makes Etech Global Services a market leader. Every once in a while we hear a story about a brand which delivers an incredible customer experience. The experience described needs to be carefully planned, organized, and executed. Your customers are the reason we are still in business, and our job is to serve the customers to the best of our ability. In my opinion, it does not only take a certain person to provide customer care but

4 Benefits to Know Before Automating Contact Center Quality Assurance

Did you know that contact centers throughout the United States generate more than 20 billion hours of audio files each year for the purpose of quality assurance? This data reveals that the average U.S. contact center generates more than 300,000 hours of audio recordings annually. It is little wonder that QA staff are often overworked and struggle to maintain high call center quality standards on a consistent basis. What if you could relieve some of the burden on your QA team by automating much of the contact center quality assurance process? When you automate quality assurance, you will have an easier time avoiding employee burnout in your QA department. Here are four benefits you should know before automating your quality monitoring system in your call center. 1. Data Analysis and Interpretation When your QA team is expected to process hundreds or even thousands of audio files in a week, they may have to sacrifice accuracy in order to meet their quota. Since accurate call center data is essential for assessing agent performance, you are doing yourself and your agents a great disservice if you overload your QA department and force them to work with an incomplete data set. When you automate your contact center quality assurance, you can have peace of mind that your performance assessments are based on complete and accurate information. This is because an automated QA program checks every phone call and assesses every interaction between agents and customers. The resulting data will help you understand how well each agent is performing. Although automated systems are good at providing data, they cannot analyze the data or give you recommendations for improvement. For this reason, it is recommended that you use analytics technology in combination with human services that can interpret the data and provide you with suggestions for improvement. 2. Superior Agent Performance When agents know that their performance is being assessed accurately and fairly, they are more likely to step up their game. Additionally, when they receive performance feedback quickly, they can focus their efforts on improving certain behaviors and achieving a higher assessment the next time around. 3. Ease of Establishing Performance Trends No two phone agents are exactly the same in experience and ability, so how do you set realistic performance trends for each one? When you automate quality assurance, you receive regular reports that include information about each agent’s strengths and weaknesses. Once armed with this information, you can determine agent retraining needs and quickly establish performance trends for each agent. 4. Objective Agent Performance Assessments It can be nearly impossible to achieve unbiased performance assessments when you have one person evaluating another person’s performance. To avoid personal bias on a small or large scale, consider implementing an automated quality monitoring system. Doing so will eliminate subjective performance assessments and deliver reliable results. While automating your quality assurance processes can provide you with quick and accurate data, it should not be used to completely eliminate your QA department. In order to interpret the data you receive from an automated system, human understanding and recommendations for improvement are essential. This blog was written by Jim Iyoob, Executive Vice President for Etech Global Services. For more advice on creating a quality assurance team that drives CX or if you would like to learn more about Etech, feel free to contact us at info@etechgs.com . This blog was first published on LinkedIn.

Improving Contact Center Compliance With Improved Data Analysis Technology

The managers and team leaders overseeing the operations of a contact or call center have a lot of work to do even outside of the pressing daily tasks of coaching agents, assisting customers, and reporting to superiors in the company hierarchy. Contact center leaders are often responsible for tracking the data required to maintain compliance with all relevant regulations. Any lapse in compliance could leave a company open to complicated problems later on; various sanctions may be leveled and operations will almost certainly suffer. Although there is no question that compliance is a necessary part of overseeing contact center operations, the amount of information that must be gathered and analyzed means that obligatory record keeping can fall behind. Speech analytics can actually help improve compliance in several ways, including Eliminating compliance risk with the help of improved data collection, scoring, and analysis Improving agent performance by pinpointing specific shortcomings and areas in need of improvement Driving revenue through improved delivery of service and expedited resolution of concerns Eliminating Risk One of the strongest advantages that analysis systems bring to a contact center is the ability to monitor the entire body of calls passing through the center, the attributing a score and analysis to each one. Trends can be viewed on a daily basis or even several times a day to see emerging trends. Not only is this valuable technical solution capable of gathering and recording data with an accuracy beyond what individual team members can accomplish, it can do so at a speed and volume that would require an enormous team of people. This is a good way to pinpoint agents performing very well as well as team members in need of additional coaching. Improving Coaching of Call Center Agents Systems that analyze speech can quickly identify words and phrases that indicate dissatisfaction, confusion, disapproval, and anger; it can also pick out the bits of speech associated with satisfaction, trust, and approval. Agents connected with calls identified as having unsatisfactory outcomes can receive personalized coaching based on the highly precise information collected by the analytical system. One of the primary complaints of agents leaving contact center positions relates to the lack of guidance and coaching provided by leaders. Often, coaching is simply left undone because of the many other concerns that departmental managers must address each day. Analytics helps eliminate the guesswork from coaching and so makes the entire process much more efficient. Driving Revenue Creation Positive experiences encourage customers to return and make it much more likely that they will recommend a brand to others; personalized follow-ups asking customers to leave reviews will help raise the profile of a company online and add to its reputation. All these outcomes are directly related to enhanced revenue generation. Furthermore, analytics can help agents identify which customers are most likely to be responsive to various upsells and additional services. Clearly, systems capable of analyzing the speech of customers making inbound calls have a lot to offer. The operation of contact centers can be enhanced in many ways while simultaneously supporting operational goals common to the entire company. This blog was first published on LinkedIn.

5 Winning Strategies to Lead Your Team

The overall success of a call center depends heavily on the management team and others in positions of leadership. Communication is the basis for good leadership, but there are five other essential strategies a contact center manager can put to good use while leading a team to success. 1. Listen Leaders should be able to listen just as well as they speak. Not only is it important to listen, it is equally important to hear what is being said. To better accomplish this, call center managers should ask their team members questions to ensure understanding and keep everyone on the same page. This will save time, resources, energy and help build trust. 2. Ask Rather Than Tell A call center manager should also think of him or herself as a coach. What this means is that managers should give team members the opportunity to learn on their own rather than provide them with answers all the time. It’s easy for managers to want to share their expertise, but by asking team members questions and allowing the self-discovery process to unfold managers will enable team members to learn and better prepare team members to handle things on their own in the future. It will also lead to higher satisfaction and a sense of accomplishment. 3. Establish Role & Responsibility Expectations Everyone in a contact center has a role to play, and it’s essential that everyone knows just what their role is. Just like potential employees base their decision of whether to apply for a job based on the position’s listed duties, managers should provide employees with a list of key responsibilities to make sure employees know their role and what will be expected of them. 4. Set Clear and Realistic Expectations Regarding Key Goals Besides job duties, call center employees should know the target for which they are aiming while carrying out their duties. Goals should be set and agreed upon by a contact center manager and the employee during a goal setting session. This will help create buy in and increase the chance of success. While establishing goals, it’s a good idea to determine: How much time is needed to accomplish the goal What resources and support will be needed The reason for setting and accomplishing the goal Benefits of accomplishing the goal &/or consequences of not achieving 5. Meet with Employees in Regular Meetings Progress reports are essential to keeping everyone accountable and on track. It will also help to ensure barriers can be broken down proactively and small victories can be celebrated along the way. A coaching manager should be sure to meet with their team as a whole as well as team members individually. Such meetings are where everyone can discuss whether goals are being met, if solutions need to be developed and if everything is going according to schedule. These strategies will not only help managers lead their team, they’ll help bring team members and managers closer as well. Even better is the fact that team members are bound to feel more like vital members of the group, which leads to better job satisfaction and employee retention.

Can Contact Center Quality Assurance Be Improved Through Speech Analytics?

When customers reach your contact center they need to have an experience that meets their needs, resolves their concerns, and establishes the trust required for a continued relationship with a company. Effective leaders should establish protocols for assessing that quality in order to ensure that customers consistently receive the very best service. Quality assurance provides valuable insight into current operations and can be used to develop strategies for improvement. Collecting data about the customer experience is a necessary part of achieving these target outcomes and of meeting other department goals. Speech analytics can play a critical role in making existing data collection more effective and accelerating data collection in order to review goals in the future. Many enhanced outcomes can be achieved with the help of this revolutionary technology. Difficult Tasks Are Easier to Accomplish In many ways, speech analytics has been regarded as a true game changer in many dimensions of business and in call center operations in particular. Traditionally, quality assessment operations involve managers reviewing the entire record of calls made to identify the outstanding examples that require additional attention. Calls noteworthy for their positive or negative results are selected. Agents responsible for positive outcomes can be recognized and commended for their efforts. Any agents responsible for negative outcomes can receive coaching to improve their service. Even though only 10 – 20 percent of calls will be included in this review sample, data must be submitted for each one in order to gauge call center quality results over a period of time. This time-consuming process can be greatly aided by automated monitoring. Automated systems can accomplish many tasks that would ordinarily require manual oversight: Monitor the entire volume of incoming calls Categorize all calls for more effective analysis Identify emerging patterns and evolving trends Target coaching topics for agents Departmental leaders that choose to integrate automated speech analysis systems have been rewarded with a wealth of valuable information that can be sorted into useful categories with much less time. The labor-intensive monitoring and follow-up required for quality assurance can be simplified without sacrificing any effectiveness. In fact, with the help of automated coaching suggestions from the system, phone agents receive direct and personalized assistance in much less time. Given that lack of coaching and guidance is a primary cause of dissatisfaction among call center agents, this function can enhance the stability of center operations in many ways. Providing Necessary Support for Evolving Quality Assurance Concerns Quality assurance assessments have always been crucial to solving the enormous puzzle of customer experience and satisfaction. As business leaders discover new ways to think about customer experience, new data points will need to be considered in the quality assurance process. An automated system with integrated analytics for speech will be ahead of the curve with the flexibility required to grow with your company’s needs. This is an ideal addition to any contact or call center wishing to remain at the forefront of customer service delivery.

Improving Contact Center Operation With Speech Analytics

Contact centers are very busy places and agents have to work hard to address all customer concerns as they arise. While some concerns can be addressed in fairly short order, some situations involve the need for more in-depth problem solving; at times, more experienced agents or managers may need to take over the resolution process in order for circumstances to be fully resolved. The things that customers say during these interactions and in the steps leading up to call center interaction can be regarded as a valuable source of data regarding customer opinion about an organization. Speech analytics is a practice that looks at this data systematically in order to learn how customers feel about an organization. Gauging customer attitude about companies and brands helps leaders assess if various outreach and marketing strategies have been effective; within the contact center itself, judging customer attitude and desires can help make the entire process of speaking with an agent much more effective. Streamlining the Handling of Inbound Calls Initiating various contact center protocols can be surprisingly difficult, which leaves customers having to reiterate their concerns to a series of agents before they finally speak with someone that is capable of helping them. Each time the steps are repeated the customer will get increasingly impatient with the company – this is especially true when customers are dissatisfied in the first place. Speech analytics can be used to streamline this entire process and connect customers to the appropriate agents with less delay. This saves considerable time on the customer’s part. Agents whose efforts are a better fit for resolving other concerns can focus their attention on other calls, while customers in need of particular attention can be routed directly to relevant personnel. Obtaining an Accurate View of Brand Opinion Customer attitude about a company and the brand that represents it can change for many reasons. Quality assurance agents, as well as employees that oversee contact center operations, have to stay informed of emerging trends related to the perception of a brand and customer opinion of a company. There are many reasons why this is so important; for instance: Recent product or service overhauls can result in short-term souring of public opinion The introduction of a new website or new online services might be positive, but require intensive guidance until users gain comfort Consumer behavior and attitudes particular to identified demographics can be precisely assessed The large-scale effect of brand image improvement can be assessed Dips in opinion can signal the need for new outreach and marketing strategy deployment Although the information provided by the analytical systems deployed in your contact center may not appear to mean much in isolation, insightful quality assurance and customer experience administrators will be able to see how the data can be applied to the development of new strategies. Leveraging the Customer as a Source of Information Once you think about it, it is pretty easy to see how the customer is a source of a great deal of information about your company. The opinions and feelings that your customers have about your organization and its products can be used to refine the customer experience while also guiding the development of more effective outreach techniques. Speech analytics can play an important role in the achievement of these and other goals. This blog was first published on LinkedIn.

Jamaica: An Emerging Contact Center Outsourcing Mecca

If you are looking to boost the communication capabilities of your business, Jamaica is a hotspot for contact center outsourcing. Generally speaking, BPO in Jamaica is well known among business owners, but some are not aware of the IT and QA specific benefits. Learn why Jamaica should be one of your top choices for outsourcing your call center processes. Highly Educated Consultants Many IT professionals are coming out of Jamaica’s University of Technology (UTEC). UTEC is a hotbed for technology and innovation. Students come out of the university looking for internships, subcontracting jobs, and full-time jobs in quality assurance. UETC’s computer science program prepares students for work upon graduation. With the amount of passionate and dedicated professionals in Jamaica who are proficient in the latest technologies, growing your workforce through a Jamaica call center can give you the help you need. Why Jamaica is Unique There are plenty of advantages for US companies utilizing BPO in Jamaica. For one, the island shares time zones with the US. Jamaica is on the eastern time zone for 6 months and central time zone for the other 6 months. It is also the biggest English-speaking nation outside of the US. There are many short and direct flights from major US cities to Jamaica. These unique attributes of Jamaica make it the perfect place for US companies to work in synergy with Jamaican professionals. Having a call center with a shared time zone and language makes business convenient. Growing Infrastructure The Jamaican government has made tremendous improvements in its ability to meet BPO needs. With high bandwidth and connectivity, you can rely on a Jamaica call center to handle your business transactions. While some improvements still need to be made in terms of the technology sector, call centers and BPO in Jamaica are a priority for both business and government. How the Government Helps The new government in Jamaica has a board of technology professionals with oversight by a Minister of Technology. Jamaica is serious about growing its technological innovation and attracting international businesses. It is a fertile environment for businesses looking to expand their call center operations. The Big Trends The Jamaican IT industry is seeing a big push towards Javascript developers. Jamaican IT professionals are up to speed on the latest advancements in coding and are constantly adapting to new waves of innovation. In fact, Jamaica is seen as the Silicon Island. Technology advancements and game-changing professionals are proving that the country is fully capable of providing dependable call centers and IT capabilities. Outsourcing certain business practices can prove to be beneficial in various ways. Outsourcing to a Jamaica call center can strengthen your ROI and enhance your customer experience. Jamaica’s convenient near-shore location, shared time zone, and large English-speaking population make it a convenient choice for the BPO industry. You don’t have to worry about trusting your customers to people who do not speak English or are not aware of the latest technological advancements. Jamaica is full of experienced professionals and newly graduated computer science students who are eager to help. Consider Jamaica for your contact center outsourcing.

Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Objectivity Contact center reliability in terms of delivering the value promised to customers depends largely on the performance of individual employees. Thus, in order to ensure that optimal effort is given on each and every call, management teams are required to implement contact center quality monitoring (QM). In most cases, this task is performed by a dedicated QM staff whose goal it is to ensure that required procedures are met while also conveying the messages and tones unique to each client. While QM focuses on assessing and improving an employee’s individual skills, its general purpose is two-fold: to meet the performance demands of contact center clients while also ensuring that operations remain compliant with industry standards. Manual Monitoring – An Inherently Challenging Process Typically, the QM process at most call centers involves an individual agent (be it a manager, supervisor or dedicated QM analyst) listening to individual calls and grading out an employee’s performance. After each assessment the results must then be shared through the appropriate channels, beginning with supervisors or shift managers and then with the individual employees themselves. These individual one-on-one sessions between employee and analyst or supervisor and analyst are essential in order to identify areas that need improvement. Finally, follow-up evaluations are required in order to ensure that education has been effective at helping employees improve the customer experience on his or her calls. While QM efforts are vital for improving contact center performance, the aforementioned process carries with it a number of inherent inefficiencies. These include: Resource management: Managing QM can force executive teams to walk a tight line between meeting the demands of client output and improving processes and performance. When developing a QM strategy, many often first look to supervisors and managers to perform these tasks. While their familiarity with the skills and weaknesses of their individual team members may offer valuable information to this process, adding QM to their already full schedules often requires asking them to sacrifice time and effort being dedicated to other areas. Oddly enough, the net impact of having supervisors perform QM is often a decrease in overall performance due to less attention being paid to other vital areas of operation. The next solution would then seem to be to create a dedicated QM staff whose workflow would be centered on call evaluations and employee training. This eliminates the need for management to be extensively involved in the QM process and creates a team of subject matter experts that employees may be able to rely upon as a resource. However, it is important to keep in mind that creating such a resource would likely require pulling employees that have demonstrated the highest levels of performance off of the phones in order to effectively perform this function. While the anticipated payoff is that they would then be able to convey their skills on to other employees, the question becomes how long the center would be able to wait for the rest of its staff to replace the newly named QM analysts’ levels of performance? This leads to the final concern that manual QM presents in regards to resource management: time. If a team of supervisors or QM analysts is expected to turn the trends discovered during call evaluations into actionable information that helps employees improve customer engagement, then they need the time to both listen to calls and provide education. While the expectation is already in place, that call monitoring will be a primary function of a QM team, the amount of time needed to follow up with employees and managers if often not accounted for. Once evaluations have been done, the QM team must then pull supervisors away from their regular tasks to share results, and then pull employees off the phone to provide education. For contact centers already straining to deliver optimal output levels, such allocations of time may prove to be too great of a cost. Limited sample sizes: Because the QM process can be so expensive and does require so much time, managers or analysts can only afford to perform their assessments using small sample sizes. In many cases, the actual rate of assessed calls may often represent less than one percent of a contact center’s total output. One has to wonder if such a limited volume is able to produce an accurate depiction of overall employee performance. Employees may argue that judging their capabilities on the phone off of a small random sample of their calls puts them at an inherent disadvantage. Depending upon their specific roles and responsibilities, they may feel more comfortable in certain areas than in others. Thus, while evaluating a call for a client or product with whom they are unfamiliar may serve to highlight their weaknesses, it fails to identify those areas which they may view as their strengths. Along with offering a potentially unbalanced assessment of an employee’s skills (or lack thereof), random call monitoring also may fail to show if employee education has truly taken hold. For example, if an employee were marked for a reassessment after having received training and education, reviewing a call from the week following said training may not show what he or she has learned and implemented than one from two-three weeks later. The trouble is, when pulling random call samples, QM analysts often have little control over the time frames from which their calls come from. One might argue that the solution to the problem of limited sample sizes is simply to increase his or her QM staff. However, wouldn’t such action simply serve as an example of throwing more resources at a process that’s already been proven to be somewhat ineffective? Objectivity: The final challenge that comes with manual QM monitoring is delivering objective results. When preparing the criteria that will be used to assess employee performance, the question has to be asked as to the basis used to develop it. Is it being prepared by upper-level executives based solely off of perceived client expectations, or former

5 Ideas to Influence the Spirit of Your Contact Center

The happier your employees are, the more productive they become. You don’t want your call center employees to fall into the all too common trap of thinking that their job is boring or monotonous. Happily, there are some things you can do to influence the spirit of your contact center and turn it into an energetic and positive environment. Here are five surprisingly simple ideas: Create a Suggestion Box Your agents may have a lot on their minds, but do they feel free to express their opinions? A suggestion box gives employees an easy way to submit their thoughts. You can even make the box anonymous, which will encourage agents to be frank. Hold regular meetings to discuss which suggestions you may be able to implement into the workplace. Rotate Roles There is nothing like a fresh perspective to help your agents feel energized. Begin training employees to take on multiple roles. When they feel like they are learning something, job satisfaction will increase, and boredom will be less of an issue. This strategy can also boost retention, meaning that you spend fewer resources on juggling a revolving door of employees. Smile! It may be tough for your agents to maintain a positive outlook, particularly when they deal with irate customers. Give them a reason to smile. You can do this by printing out over sized, goofy photos. Each agent can keep one or two of these pictures at their desk so they can look up at any time and find a reason to chuckle. You can also try things like sending out funny emails and always having something encouraging to say. Use Automated Call-Backs When your call center gets busy, this can drive hold times into the stratosphere. When customers finally get to talk to an agent, they are frustrated, and the agent will have to deal with that negativity. When you use automated call-backs, hold times become a thing of the past, meaning that every conversation can begin on a positive note. Automated call-backs are also a great way to help meet the contact center’s service goals. Play Sports Boost off-site team-building by creating a few sports teams that your employees can join. Choose sports that are accessible for every level of athleticism. You’ll feel closer to your team and learn things about them that you never knew before! These fresh ideas will boost the spirit in your contact center and make your inbound & outbound call center operations as effective as possible. This blog was first published on LinkedIn.

Want to Avoid Revenue Loss? Outsource Inbound Call Centers

While every company thirsts for growth, that increase in business could leave your revenue parched. It makes sense that you and your team want to handle every aspect of your booming business, but taking on too much in one area could leave other areas neglected. To balance your revenue with your business growth, consider outsourcing inbound call center services. The Truth About Call Center Services While answering the phones are considered a typical part of operating a business, employees who already have full plates may not devote as much time and attention as they should to taking care of callers. If those callers feel their needs aren’t being met, or that they’re being rushed off of the phone in order that your employees can work on something else, they may take their calls and business to your competitors. By outsourcing your inbound call center, you and your employees don’t have to hit the pause button to answer the phone. Thoroughness Consumers often feel as if they’re treated more like nuisances and less like customers whenever they call a business. While you and your employees may not mean to be brusque over the phone, a hurried tone can easily come off this way. With outsource call center services, you can be sure customers are treated with patience in order that they get the information and time they need to know your company cares. More Than Answering Questions Another great thing about outsourcing your call center is that customer service representatives can do more than just answer questions, they can also upsell and recommend your products and services as well a gather information regarding customer buying habits. Now you’re taking full care of your customers while increasing your revenue even further. Focused Employees While the phone has to be answered, some of your team members may wish to focus solely on the job for which you hired them. Their expertise may not be in customer service, and their lack of knowledge in this area can cost you business. Once their time is freed up by not having to answer the phone, they can put the entirety of their focus on their regular duties, ensuring their responsibilities don’t fall to the wayside. An Improved Order Process Call center staff members are specifically trained to take superior care of customers and their needs. Their talents go a long way in expediting the order process for the customer, making it as efficient as possible. Once your customers realize how quick and easy it is to order from you, they’re bound to keep coming back for more. Reduced Stress Depending on how many phone calls your business gets a day, your employees can easily feel stressed and burned out attempting to juggle phone calls and take care of their other duties. This often results in poor work performance and compromised job satisfaction. With outsourcing, you take care of both your customers and your employees. You have much more to gain than just revenue by outsourcing inbound call center services. Try it for yourself to explore the full range of benefits.

The Importance of HR in a Contact Center

HR should play a huge role in your contact center in order for employees to achieve the best possible results. If you’re currently experiencing a high turnover of call center employees, it’s time to rethink your HR practices in order to enhance employee happiness, and in turn, increase the overall success of your call center. Employees Need HR Working in a call center is one of the most stressful jobs imaginable due to the unpredictable nature of the work. Cold calling is often difficult to contend with, as the employee is likely to be met with an annoyed or even irate person on the other end of the line. When nerves are running high, it’s likely that your business will be met with a huge turnover rate. In order to keep employees happy and relaxed, you should think carefully about the role of call center HR. A team of HR professionals should be in place to work with your employees on relaxation techniques and ways to cope with angry customers. Keep Up With The Latest Technology Your HR team should do their best to research the ever-changing technology in the BPO industry and hold regular meetings to update the employees. If there are new ways to reduce the workload of call center employees, the HR team should be able to make the entire team aware. Simple changes in technology to make the lives of employees a bit less stressful is always an excellent way to ensure a higher level of employee satisfaction and success. Properly Train Employees The role of call center HR has a much broader scope than many call center business owners and managers often realize. In addition to working with employees on a regular basis to improve coping skills in this often stressful industry, the HR team should take time to properly screen and train each employee. Since many call center employees enter this field for an immediate source of money after graduating from college, it’s wise that the HR team take time to be open and honest with each potential candidate about the nature of the job. Being honest with potential employees about what’s expected of them can help prevent high turnover and loss of revenue for the company. An experienced HR professional should be able to accurately choose candidates with the right personality and experience for the job, and their training program should give employees the skills they need to be successful in their new position.

4 Easy Steps to Check Your Call Center QA System Reliability

There’s a huge difference between having a quality assurance system and getting the most out of it. For Call center quality assurance to be effective, it has to be reliable, and center managers need to know how to check their quality processes to ensure that reliability is ongoing. Luckily, there are a few easy and sustainable call center QA program processes to help with this reliability. That way, your call center delivers more to its customers because your QA team is delivering more to the call center overall. Step One: Gap Assessment Knowing where you are and where you want to be allows you to break down the gap between those performance levels into steps that your employees can easily take. To get a baseline, start by comparing where your operations are at against what is generally accepted as standard operating procedure. Once there’s a solid measurement there, it is easier to set goals and to devise processes to bring those goals to fruition. To do that: Determine where your gaps occur and which processes create them. Devise a plan of action that avoids creating circumstances that lead to gaps. Put the plan into place to control for that situation. Measure any changes that occur to your overall call center performance. There might be numerous rounds of adjustment to make for each area where gaps are identified, both because incremental goals are easier to achieve and also because correctly identifying the best control for a process often takes a couple of pilot attempts before you lock in the best solution for your call center QA program. Step Two: Avoid Silo Processes Generally, businesses are more successful when their various departments and divisions pull together, because all of the various efforts throughout the company coordinate and synergize as the organization moves toward its goal. Practically, this can be more difficult to achieve, because larger companies often have departments or divisions that are spread widely enough to make close communication more difficult. The best way to combat this is by bringing together the various measurements and goals of call center management in different departments through the QA program, so that everyone is using everyone else’s data to ensure their quality controls are effective, without causing unintended consequences. This move also has the effect of streamlining the flow of information for call center quality assurance personnel, so they have access to the tools they need to be successful. Step Three: Measuring and Tracking Improvement Incremental improvement on a day to day basis is both more sustainable and more practical, in terms of meeting performance forecasts, than expecting a total overhaul. To promote this kind of growth, though, measuring and tracking performance is essential. That way, not only are you sure your new procedures are effective, you also gain the ability to address plateaus and surges, so your training and quality assurance continue to be effective. Step Four: Training for Every Day Improvement The last step in ensuring QA reliability is turning its processes and controls into actions that employees are able to monitor and use effectively. Disseminating information throughout the company, so that employees understand both the goals and processes of your QA program, is key to this. Employees who understand quality assurance goals are better able to report relevant developments to QA personnel, improving the flow of information and the reliability of the program overall. This blog was first published on LinkedIN

Contact Center Essentials: 5 Keys to Success

Excellent customer service stems from a variety of components, such as a well-performing contact center. While smoothly operating call centers utilize specific elements that drive top-notch performance, few contact centers reach this level of service. With growing customer demands, businesses need to rethink which features empower successful customer service experiences. Identifying and Meeting Customer Needs In today’s data-intensive world, it is challenging to identify what matters most to customers. Call center success involves separating out distracting figures and facts to determine the measurements that mark success and ultimately enhance the client’s experience. Balancing quantitative and efficient contact center success metrics have a favorable effect on the customer experience. Here are the top five keys to ensure call center success. Technology: Call center technology is continually evolving, making it challenging to keep track of the latest market innovations. For instance, over 86 percent of today’s call centers are multichannel, from intelligent call-backs to universal queuing and voice biometrics. It is essential for call center success that metrics include web and mobile support. Also, nearly 60 percent of 25 to 34 year-old customers share poor customer experiences on social media. Key performance indicators: Analytics enable businesses to anticipate customer needs and exceed expectations. It supports reliability and efficiency and creates an improved customer experience. Likewise, automating call center processes reduce new agent training periods, eliminate extended hold times, enhance and optimize agent utilization, and present opportunities for up-selling. Performance and contact center success metrics are critical to overall business success. For instance, a one percent improvement in first call response results in an annual operational savings of over $275,000. Agent engagement: Employees who are engaged are 87 percent less likely to leave for another position than those who are disengaged. Empower and encourage employees to strive for success when engaged with customers. Enthusiasm, confidence, helpfulness, and a proactive approach will gain customer loyalty, satisfaction, and trust. Make employees aware of how their contribution has a positive impact on the overall success of the company. Ongoing training: Businesses can increase customer interaction success rates by training agents to resolve issues efficiently and respond appropriately to clients. A well-trained, educated, and informed agent will improve the first contact resolution and also reduce average handling time. Training is vital to ensure agents are aware of the expectations for handling customers. They need to understand how to personalize the interaction instead of just handing the call. After an agent is initially trained, follow-up training must take place. New Ideas: These should be measurable and influence the perception of the business positively among customers to ultimately improve revenues. This will help businesses deploy customer management strategies on empowering agents to implement new approaches. For instance, call-backs lower customer abandon rates by over 30 percent. For call centers to deliver high-end services consistently, it must implement the tools to empower agents to provide outstanding customer service. These five keys to call center success will influence performance and move toward call center success. The result will be more than just customer satisfaction; it will also create customer and employee loyalty.

4 Tips for Reducing Attrition in the Contact Center

High turnover is a challenge for a contact center and especially the recruiting department whom need to ensure that the companies has sufficient staff to meet all the customers’ needs. A majority of the agents in the contact center are aged between 18 years to 35 years. These are the famous generation Y, and their working culture has seen its fair share of negativity. Generation Y employees expect instant results and success, and will move to another job without blinking if they will reach their goals faster. That makes the contact centers all over the world have the highest turnover rate according to statistics. It is inevitable for employees to leave your company, but that should not discourage you. You can try working on these four tips to reduce churn at your contact center: 1. Engage the employees Employee engagement is very important for you to reduce churn. When your employees feel engaged and involved with the company, they will be more productive. A high-performing employee is recognized for their hard work, and this motivates them to do more. To engage the millennial employee, think of utilizing technology, as they have grown up with technology and work well with it. For example, you can introduce electronic games that they can play during their breaks, and can compete as individuals or teams. At the end of the day, your goal is to have highly engaged employees who will be satisfied with their roles and not want to leave as soon as they start working. 2. Create a supportive working environment An agent is under a lot of pressure. The management expects him or her to meet certain KPI’s, and the customer expects to receive the best customer care. Being the link between the two parties, at times it gets tough, for example, when dealing with frustrated customers. Why and how the customer is angry is not under your control, but you can ease the burden for the agents by creating a supportive working environment. Let them feel your support and motivation on a daily basis. Allow your agents to escalate extremely difficult issues for them to resolve and you can give the customers a solution as well as teach the agent how to deescalate at the same time. Ensuring their working spaces are clean and habitable will also help employees to be comfortable as they work. 3. Add meaning to their jobs Another reason that generation Y employees quit their jobs is if it doesn’t create some meaning. They don’t want just to work for the sake of it; they want their work to be meaningful. You can create meaning by involving them in charity work or volunteer opportunities. They get to interact with the communities around them and feel they are giving back to the community they live in. You can also ask them to give suggestions of the charities they want to support. Such opportunities get them involved and interested in their job as it gives them a chance to influence the company decisions. 4. Acknowledge their Performance Finally and importantly, you need to acknowledge their efforts. Motivation fuels the desire to do better even when the going gets tough. As a manager, you need to appreciate your agents and show them that they are doing well. A simple “Thank you” for handling a customer well, for bringing in the highest sales, or showed the best improvement will go a long way in motivating that agent. They will feel appreciated and valued. Therefore, they will continue giving their best to work not searching online for the vacancy announcements. Remember to commend even the ones who are trying to reach the top, not just those who are already there. Working with a highly motivated team will reduce churn in your contact center. In summary, to reduce churn in your contact center, keep you employees engaged and motivated. They will derive satisfaction from their jobs and not be quick to look for something else. This blog post first publish on LinkedIN

Contact Center Data-insightful Information

Contact centers measure and monitor everything that happens with its employees, customers, and technology. The result is a compilation of data that is analyzed and reports derived from the analysis. There is high pressure in the industry for optimization, efficiency and profitability, and this data will help you know where you are. Every contact center has its ways of collecting this data and presenting it, and no one can afford not to have that information. Some use dashboards, or scorecards or both. A scorecard shows a historical performance while a dashboard shows the current performance. However, you need to use these tools together with other metrics that measure quality, productivity, customer experience, and costs. Today’s focus is on how you can use contact center data as valuable insights. To use this data for insights means going beyond keeping score on your agent’s performance, and integrating it with data from other systems to have a comprehensive analysis. Here are the steps to translate data into insights for decision-making: 1. Understand the Trends The first step is to analyze the data to understand what is happening in the contact center. Consistent data analysis will bring out a trend that shows the value of the data. If the trend is not leading the center to its desired direction or achieving the set objectives, you get to know where the problem is. If it is heading in the right direction, then you know what to keep doing. Trends can also help you know your position in the industry when you compare with other companies. The secret is to define what you want to achieve with the data collected. 2. Uncover the Why From the trend analysis, you need to uncover and understand why it is happening the way it is. For example, if your analysis indicates a drop in sales of a particular product, you need to look deeper into the data to understand why sales are falling. Turn every leaf over to get meaning as to what is causing the drop. Only with the understanding of why can you come up with strategies to turnaround the situation. 3. Create a framework With the information above in place, you need to build a structure of next action points. Look at the “what ifs.” You can use multiple charts, tables or graphs to evaluate different what if situations. For instance, if you change a particular strategy, what will be the probable reaction from customers? The framework will help you see how a certain trend will influence the future of your contact center. The framework will be a compilation of insights that show you what will happen if you do one thing or the other. 4. Make the Changes Data is only valuable when it is translatable to actionable insights. It is time to move to action. You have a working framework and you can only know its success by implementing it. Establish guidelines to help your team bring to life the insights gathered. Bringing it all together Data analysis and interpretation are a continuous process that should facilitate decision making in the contact center. By using these four steps, understanding the trends, uncovering the why, creating a framework and making the changes will help you use the data as insightful information. Point to remember is, data will be as numbers if not translated into valuable insights that are actionable.

Challenges for Call Center Workforce Management

A call center boasts a large number of employees given the nature of its operations, 24 hours, 7 days a week. Customers need actual assistance day and night, and an agent is always present to provide the service. Other than hiring the vast number of agents, the managers need to schedule their working hours, have temps on standby for the busy seasons and maintain a productive team. The workforce is an enormous asset for the call center because they are at the forefront of ensuring that customers are satisfied. They need to be well managed to ensure optimum performance. Here is a list of challenges that you expect to deal with when managing a call center workforce. High Turnover Rates Call centers experience the highest turnover rates around the world. The high turnover poses an enormous challenge for the leaders to manage the agents. For instance, it is the peak season, and 10% of your employee quit. You have to recruit and train new staff to fill in the 10% gap left, motivate and encourage the remaining employees so that they do not leave as well and process the papers for the employees who left. Remember that the call center operates all year round; therefore, you do not have the luxury to wait and see how the remaining employees will handle the calls. Research shows that a majority of people quit their bosses, not their jobs -they need income to live. Tip :- Create a work environment that fosters cooperation between the agent and managers. A positive work environment will lower the high turnover, therefore, making your tasks a little easier. Workload Forecasting A significant role of workforce management is forecasting agents’ workload and creating schedules for the staff. When you under-staff the center, customer satisfaction levels drop, and the agents are overwhelmed. When you overstaff the center, agents will be idle and thus get bored with the work and the call center will waste resources. The challenge is finding the correct balance; to handle the workload at your service-level target using the least number of agents. Creating a schedule that matches the anticipated workload is tricky. Tip:-Assess the previous workload reports and use that information to forecast the plans and activities that will influence the future workload. A Strong Possibility of Making Errors The numerous tasks involved in workforce management increase the chances of making mistakes. From maintaining employee files to recording attendance to documenting the expenses and the list go on. The situation becomes worse if you are doing all these things manually. To err is human, and that is bound to happen when you get tired of the tedious manual work. The entire call center will be affected by such mistakes. Tip:- Utilize available workforce management software that makes forecasting, scheduling, measuring, tracking and all other management tasks easier. The automation will make your work fast and seamless, giving you more time to focus on the welfare of the agents. Monitoring and Measuring Performance It is essential to monitor and measure agents’ performance because you will know the areas that require commendation or improvement. The challenge is setting realistic goals that can be achieved within the specified time frame. Without clear objectives, you will be tracking and measuring the wrong data. The result will be confusion and directionless efforts. Tip:- Set goals that are realistic and in line with the organization’s vision and mission. Automate the tracking and measuring process to get accurate results that will lead to improved performance. In summary, these four challenges high turnover rate, workload forecasting, a strong possibility of making errors and monitoring and measuring performance can paralyze your workforce management efforts. However, when you plan well and automate where possible, your efforts will be fruitful. You will have energized and motivated agents who go the extra mile to meet customers’ needs.

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