Alerts and triggers are key to contact center success

Posted: 11/24/2015 - 11:28 | Inova Solutions
Alerts and triggers are key to contact center success

Consumers in the modern world hold customer service to an extremely high standard, and if companies want to build and retain a loyal base of patrons, their efforts will need to meet or exceed these demands with great consistency.

Call center leaders know that their teams are at the center of the customer experience, even in an age that features so many channels and options for communication. An article from Ameyo confirmed this idea, citing countless statistics about the importance of the voice experience.

"Although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel," stated contributor Silky Sinha.

Quick responders
In the call center, the ability to identify and respond to difficult situations separates the winners from the losers, and managers need to implement policies that ensure a strong response to these challenging scenarios.

One of the best ways to ensure that the call center reacts quickly and effectively to such circumstances is to incorporate displays throughout the environment, setting alerts and notifications whenever the ideal workflow is thrown out of balance.

"Workflow can't be thrown out of balance."

With well-developed alert systems, a call center won't keep staff members waiting for extended periods of time, which is crucial for service levels and overall productivity.

For instance, Ameyo pointed to research from SQM Group stating that even a 1 percent uptick in first call response rates can lead to annual operational savings of $276,000. Furthermore, callers who have a great first experience with a contact center are likely to return. 

Optimized workforce
Managers must ensure that the average agent handles an appropriate amount of work at any given time, promoting morale and engagement. Alerts displayed on wallboards and dashboards can help these leaders save agents from being overworked. 

This level of situational awareness is necessary to keep engagement high, which pays off in a big way in the average call center. Ameyo stated that members of an engaged workforce are likely to 87 percent more likely to stay with an organization than employees in one that isn't.

With a strong alert system, a supervisor will always know when the workforce is being pushed beyond its limit, ensuring that the necessary changes are made before things get out of hand. Call centers that take this predictive approach will surely avoid major problems, keeping both agents and customers happy. 

Picking a solution
While call center leaders could conceivably piece together an alert system through email or text message, a wallboard or dashboard is a far more effective method when it comes to broadcasting key notifications and updates. A call center can be sure that every message is seen and heard by all, and that managers will take immediate action when notified. 

The best solutions offer a highly customizable wallboard that can be tweaked to address major problem points within the call center. Specific metrics can be paired with various types of alerts, helping leaders maintain complete control of their operations. 

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