6 Things That Will Kill Your Contact Center in 2014
03 / Jan / 2014
By Josie Foster
Okay it’s 2014 and it’s time to up your game! Every year the technology and tools for call centers get better and better. We have compiled a list of 6 things that have no business on your call floor anymore. We recommend finding ways to effectively eliminate these problems AS FAST AS YOU CAN!
Inconsistent performance data throughout your organization will kill your call center!
We have heard it time and time again, in fact is one of the most common problems we are called upon to solve. Many organizations do not have a standardized why of extracting, analyzing and disseminating performance data (i.e. someone pulling phone data daily and making their conclusions on company performance while another is pulling and analyzing CRM data and making different assumptions on the company’s performance) . Different positions and levels throughout the org commonly pull data sporadically and consequentially many are not viewing the same data and making business decisions based on the true overall performance. ClearView allows all levels of the organization to extract and view data across all systems being used in real time, standardizing the process for pulling data and giving all individuals the same visibility of true company performance.
Manually pulling data daily or weekly from the multiple systems being used and then manually aggregating that data in an excel file will kill your call center.
We have actually have a client, that was having a huge problem with turnover for one position in their company. Want to guess what this person’s duty entailed? Yep, you guessed it, manually pulling and aggregating data. As you can image, this process is extremely manually intensive, time consuming and creates a large opportunity for error every time this process is performed. Many individuals we talk to who are over this role express their frustration for wasting much of their time trying to extract, aggregate and correlate data and by the time they communicate or take action their performance conclusions or actionable takeaways are out of date and antiquated. ClearView aggregates and correlates data systematically and in real-time, allowing these individuals the ability to quickly identify agent weak points and breakdowns and focus on addressing the issues.
Providing no visibility at an agent level will kill your call center!
This is another huge call center killer. Our studies echo what the industry experts have been saying for a while now, agent visibility increased the bottom line in so many ways that investing in agent visibility could be the most profitable thing you do in 2014! Many express the complications and frustrations that arise from limited agent communication and that agent attrition has an enormous impact on their bottom line (some have thrown out numbers like “it costs us $30,000 every time we lose an agent within the first 90 days and this number only goes up the longer the agent is employed with us). ClearView not only allows the agent to clearly see precisely what the companies expectations are for each particular metric, but its allows the agent to see how they are performing to that each goal in real time.
Not knowing what metrics really drive your companies performance or what is a realistic and effective goal to manage your company to will kill your call center. This practice must go!
We consistently hear “I don’t know what “good” is”, and “we don’t know what we don’t know”. There is no reason these concerns should be exist with tools like ClearView out there. It is vital that your have software that shows correlations between multiple metrics from multiple systems (Phone, CRM, ERP, etc). This allows organizations the ability to see what their key drivers really are in delivering the greatest customer experience. ClearView empowers a company to not only identify the optimal key metric thresholds that deliver the overall best customer experience but it also enables them to manage their organization to those identified metrics goals.
Trying to manage your business through stale data must go!
Many companies do not have the ability or the resources to pull and view data in real time. While this may not kill your call center, it’s going to maim it. Consistently playing catch up and managing their business reactively makes it nearly impossibly to identify current breakdowns and ever get ahead of the issues impeding their organization’s success. ClearView extracts and aggregates data in real time allowing the organization to identify breakdowns as they occur and manage proactively.
Not being able to view data at various levels of the organizations must go!
So many of the current reporting tools available on the market today not only do not have the ability to pull in data from multiple systems, they lack the ability to view the data they do pull at various levels through an organizations. Typically, these reporting tools offer a high-level look at overall company statistics OR only allow the user to see the data across all agents. ClearView allows the user to extract and view data at any level of the organization such as at a regional, team and agent level along with the ability to view the data by particular accounts, campaigns, skills and point of contact.
I know this article sounds like one giant commercial for ClearView, but regardless of whether you use ClearView or not, find something to solve these problems before they weigh you down and make you fall behind your competition!