HR GENIUS BLOG
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Even the best staff on the planet needs to be at the right place at the right time, this is why workforce management is crucial.
1. Be clear and set goals
Efficiency is crucial. In order to effectively calculate staffing requirements you need to plan ahead. Optimize your schedules depending on customer service peaks, service level and staff attrition rates.
2. Understand back-office processes
You can’t forecast if you aren’t able to manage it, simple as that. You need to be fully aware how the back-office processes work in order to maintain, and later on optimize them.
3. Keep the people in the loop
Keep the middle man in the loop, team leaders are the one responsible for enforcing large parts of the WFM process, make sure that they are an integral part of it.
4. Software matters
5. Flexibility is the key.
Planning ahead is crucial, but if the situation calls for it, don’t be afraid to adjust forecast and schedules.
The multichannel approach despite its many upsides and customer centric features has left the contact centre industry in a mess, and managers and supervisors are in dire need of a solution that will help them streamline the management process – its name is workload management.
It provides the right facilities, at the right time while managing the workload but is not a work-flow driver, just a smart overlay that unifies and solidifies all the channels that are used by customer service to create the customer journey.
Having your work-flow systems like BPM and CRM unified with all communications channels (social media, email, fax, web forms and forums and many more) is a great asset it today customer service industry.
Aligning all the crucial parts of your business has never been easier!
Rostrvm Solutions’ latest survey of contact centres has found the culprit responsible for slow down within the industry – the “war” rages on, and staff productivity is the first to fall as contact centre employees fight a battle of attrition against the overwhelming forces of obsolete back-office management.
- 70% of call centres rely on back office teams to complete customer transactions
- Over 40% of back office activity isn’t measured
- 2 out of 3 call centres use 3 or more applications at the agent desktop
The report is available HERE
The more satisfied the customer, the more loyal they’ll be that is why the contact centre industry needs to embrace customer centricity.
It’s not mystery that first contact resolution is one of the main drivers for customer satisfaction. Even the smallest improvements to first contact resolution (FCR) have impact on increasing customer satisfaction, at a astonishing rate of 1:1, which quite frankly is huge.
First Contact resolution not only increases customer satisfaction, but improving FCR in your contact centre should be the top priority, simply because it greatly reduces costs. So there is without a shadow of doubt a business case for improving first contact resolution, as a result many companies are investing heavily in customer service training and analytics tools, to measure and improve this voluble metric. But is focusing mainly on FCR sufficient in order to maintain customer loyalty?
Keep it balanced.
Most certainly not. There are many vital aspects that correspond and impact customer satisfaction thus shaping customer loyalty, these “what-if’s” are:
- What if; you encountered a poorly trained contact centre agent?
- What if; the representative didn’t have sufficient product knowledge?
- What if; you had to be kept on hold for 20 minutes while listening to some ungodly music track?
- What if; the issue was resolved but the agent was rude and interrupted the conversation numerous times?
This is why overly focusing on one metric is a sign of bad management. Embrace the balanced scorecard tactic and evaluate your employees and customer service process’s using these criteria:
- First Contact Resolution
- Post contact IVR survey, ask the customer how would they rate the experience
- Customer retention metric to evaluate the likelihood of a customer leaving within 4 weeks
- Include Average Handle Time; despite all the hate it gets, if you wish you could keep it hidden from the contact centre agents
- Cross-selling abilities
- Average time spent on hold; waiting on hold is despised by the customers
- Number of appropriate escalations
- Employee satisfaction; happy staff = happy customers
First contact resolution is a vital metric which greatly impacts customer satisfaction and helps reducing costs, but focusing on FCR alone is simply not enough. Take all variable into consideration when trying to increase customer loyalty and act accordingly, ask the customers what parts of the customer experience you provide do they cherish and which ones do they despise, and get to work.