Bring more transparency to contact center operations

Posted: 10/16/2015 - 11:38 | Inova Solutions
Bring more transparency to contact center operations

In the contact center environment, transparency is a supervisor's best friend. It's also hugely helpful for representatives and anyone else in need of greater operational detail. Only with a transparent vision of the contact center and all of its components can leaders and workers understand what needs to be done and improve upon their performances. 

Of course, it's not always easy to attain an ideal level of transparency, especially in a 21st century contact center that features a multitude of channels and interactive touchpoints. Here are a few aspects of transparency to focus on, and some strategies that can help contact center leaders increase operational visibility for everyone involved.  

Start with data: Before searching for consultation or leveraging new software, a contact center must first determine what aspects of its operation need greater transparency. A great place to start is with raw data, such as call volumes, workforce utilization and service-level agreements. What metrics are most important to success, and why? These are the key questions to ask.

The next step is to pinpoint who is in need of this data. In some cases, supervisors have total visibility while agents are blind to the volume of incoming calls. Other situations have these roles reversed, and managers don't have enough information when they need it most. Identifying gaps in the flow of data is key to increasing transparency. 

Examine risk: With vital data points pinpointed, a contact center must take a more urgent stance on its transparency strategy. This means incorporating a risk management element into its game plan, and determining what negative outcomes might arise should information fail to reach the right areas of the operation.

For example, according to a blog article from Taske Technology, agents unaware of call wait times could easily lose valuable customers. This also applies to supervisors, who may not always be able to make timely and effective decisions. 

"Allowing agents to intervene without waiting for direction from supervisors minimizes the risk that these situations will be time-consuming to get under control," stated the news provider. 

Seek solutions: Once basic transparency and risk management strategies are out of the way, an organization can incorporate a solution that delivers the right data in a consistent and targeted way. Systems such as digital sign boards are a great way to ensure that agents, supervisors and managers alike all have a clear view of all critical metrics.  

"Another tool for transparency is a program dashboard or portal, which enables the client to view real-time call volume data and call center performance, such as average talk time, speed-to-answer, abandonment rate, total handle time, first time resolution and other key metrics," stated OnBrand 24 contributor Mark Fichera. 

Every contact center will have its own priorities and pain points when it comes to transparency. But by sticking to this roadmap and continuously evaluating its performance, any operation will be able to boost visibility and yield impressive results.  

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