Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
January 17, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
This is an era of dynamic consumer demands. There is an increased focus within the call center on the customer experience. Engagement between the company and its customers revolves around considerable choice and without a robust call center workforce optimization solution in place, the organization may struggle to find the right balance between agent and customer satisfaction. At the same time, the organization needs to increase revenue and yields from a finite customer base while still lowering costs.
As international outsourcing competitors continue to threaten the call center industry, and regulatory climates create a significant corporate focus on the management of risk, there is an increased need to implement call center workforce optimization that incorporates cloud-based contact center interaction recording and quality monitoring. In fact, according to inContact, there are 10 key business motivators driving this demand.
Employee Motivation and Retention – employees are certainly the greatest asset within the organization, while they also generate the most cost. With quality monitoring in place, agents can assess their own performance, receive feedback and participate in coaching sessions that improve their expertise on the job, which also improves satisfaction.
Customer Experience Intelligence – it’s one thing to measure whether or not the customer issue was resolved by the end of the interaction; it’s another entirely to measure their real experience. On line quality evaluations provides the real data to know what’s working and what needs to change.
Customer Attitude Intelligence – a lot can be gained from listing to call recordings on a regular basis, including customer attitudes about the company. They will use their interactions to voice their opinions and capturing that information is valuable for improvements.
Business Risk Management – there is a growing focus on corporate reputation and consumer privacy legislation and organizations need to manage and minimize risk. When errors are tracked, problem areas can be isolated and adjustments are then made to mitigate additional errors.
Improved Training / Hiring Effectiveness – when the quality of interactions are tracked and integrated into the call center workforce optimization solution, management can easily make the necessary changes to its hiring and training processes.
Conflict Resolution and Transaction Confirmation – not everyone remembers every piece of a conversation. It’s not uncommon for customers to want to remember things the way they want instead of the way they happened. Quality recording allows for the interaction to be pulled from archives to verify the exchange of information.
Process and Accuracy Error Tracking – calls are tracked to evaluate order taking and data entry to track errors for accuracy. As a result, root causes can be identified and changes applied where necessary.
Significant Time Savings – management no longer needs to waste time looking for a suitable call to monitor and more time actually evaluating the calls so positive changes are made.
Increased First Call Resolution – the best way to reduce repeated calls is to resolve the issue on first contact. Quality evaluations help management to track behavior patterns to address those activities most likely to negate FCR.
Increased Revenue Generation – if a solution can increase revenue, the call center is likely to pay attention. Quality evaluations help in the identification of sales and retention opportunities, which are easily addressed in training and coaching opportunities.
Call center workforce optimization and quality monitoring both lend considerable value to the call center environment – when used correctly. When the two are integrated for improved performance, the return on investment is rapid.
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Edited by Amanda Ciccatelli