Visibility - the key to optimal contact centre performance
A lot can happen in a contact centre in a very short time so real-time visibility is vital. Without it, you are driving blind, a rather scary thought.
In my view, visibility comes in two parts, both inextricably linked;
· real-time reporting records the results of the interactions, ‘what’ is happening right now.
· voice recording tells us ‘why’ we are getting the results.
For example average talk-time is a key measure as it directly links to productivity. Simply establishing average talk-time as a KPI and measuring it historically without the ‘why’, often results in trade-offs with customer satisfaction. If you tell your CSR’s to reduce talk-time they will often deliver your requested result by cutting calls short resulting in an unhappy customer. A much better approach is to identify benchmark calls from high performing CSR’s and compare them to the calls of underperforming CSR’s. When you show a CSR how he/she can reduce their talk-time rather than just tell them to reduce talk-time you get a much better result.
I mentioned real-time reporting. This in my view is very important. When your supervisors can readily identify an excessively long call and give prompt feedback to the CSR, it generally leads to a lift in performance: In the same way that a coach trains an athlete.
So if you are concerned about the performance of your contact centre, my advice is to take a good look at your capability for real-time comprehensive visibility and you will be on the way to delivering optimal performance.
John Chetwynd
Managing Director
Telnet Services Limited
In my view, visibility comes in two parts, both inextricably linked;
· real-time reporting records the results of the interactions, ‘what’ is happening right now.
· voice recording tells us ‘why’ we are getting the results.
For example average talk-time is a key measure as it directly links to productivity. Simply establishing average talk-time as a KPI and measuring it historically without the ‘why’, often results in trade-offs with customer satisfaction. If you tell your CSR’s to reduce talk-time they will often deliver your requested result by cutting calls short resulting in an unhappy customer. A much better approach is to identify benchmark calls from high performing CSR’s and compare them to the calls of underperforming CSR’s. When you show a CSR how he/she can reduce their talk-time rather than just tell them to reduce talk-time you get a much better result.
I mentioned real-time reporting. This in my view is very important. When your supervisors can readily identify an excessively long call and give prompt feedback to the CSR, it generally leads to a lift in performance: In the same way that a coach trains an athlete.
So if you are concerned about the performance of your contact centre, my advice is to take a good look at your capability for real-time comprehensive visibility and you will be on the way to delivering optimal performance.
John Chetwynd
Managing Director
Telnet Services Limited
Labels: contact centres