HR GENIUS BLOG
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Most if not all contact centre advisors tend to have one common problem, they are able and ready to take responsibility but that gift is never bestowed upon them.
The phrase “We’re adults, not kids” is muttered in every corner of contact centre world.
Give them more power, and in return they will do what is right for the customer. Power does not equal “lack of responsibility”, in fact it’s the other way around.
Start treating your advisors like adults, you will be astonished by the results.
All in all, it’s one step closer to achieving customer centricity.
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.
Being actually good with people should be prerequisite to even become a team leader.
It is not about metrics, it’s about managing and motivating your “rag-tag” group of contact centre individuals in such a manner that they are able to attain certain goals.
It’s quite easy to notice the good team leaders, there are the guys or gals that know what their whole team was doing during the weekend on the Monday morning. They constantly reassure that they got their contact centre agents back when it comes to dealing with supervisors and management and will take the heat for any possible screw up without shifting the blame onto the team.
In short, they cherish people first, metrics second.
Do note that good sales representatives aren’t always good managers and vice versa, although having the same background as their colleagues will make them bond easier.
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!