Posted on Wed, May 15, 2013 @ 02:39 PM by Carlos Lahrssen
Call centers are quickly becoming the major point of contact for serving customers and generating new revenue in a variety of industries. Learn about the importance of human resource management practices and technology in creating high-performance call center environments.
An effective and affordable hosted call center solution —without the hardware or hassle of “traditional” call center technology, will help your business build better relationships with new and existing customers, deliver incredible service, and improve your bottom line.
"Effective and Affordable Call Center Management Technology" highlights the benefits a Call Center Management Solution provides, including accurate volume forecasting, optimal scheduling activities and daily performance tracking. Key capabilities include:
As call center management must be able to run simulations to determine a precise forecast for upcoming call volumes, agent requirements and average handle time for any given time interval throughout the day.
It is also critical for call center management as the scheduling engine should incorporate all non-call and call activities to generate staffing schedules that will optimize a wide range of factors.
- Simplify your scheduling, Improve service levels. Reduce costs
- Keep track of your shrinkage
- Track and improve schedule adherence
- Cross-train multi-skilled agents
- Compare ACD logon time to time-clock entries
- Include all activities in the schedule
- Keep top talent on your team by ranking agents
3. Intra-day management
Call center management should also be focused on intra-day management, accessing a graphical display of agents’ schedules that are easily manipulated by dragging and dropping breaks, lunches and other exceptions that make it easy and quick to make any necessary changes. Assigned agents can receive real-time updates instantly and surpluses and shortages for each period of the day can easily be displayed for call center management.