CRM and ERP News

For some organizations, throwing money at a poorly thought out curriculum may describe the training effort.  For others, this important aspect of the on-boarding process may assume a lower budget but have a more meaningful result.   The length and quality of the instructional period is certainly commensurate with the actual effects that the training will have on employees.  A properly mapped educational cycle, which contains relevant information, and practice, would certainly be the ideal.  However, budgetary constraints and aggressive schedules are always part of the equation.

Job security is not something that is often associated with the call center industry.  Layoffs and an uncertain future are characteristics more commonly found in the contact center world.  Along those lines the term “at will employment” should be one that all employees, at least in the U.S., should fully understand.  Hopefully this cartoon from callcentercomics.com can provide some initial clarification.

How ever you decide to create a staffing model make sure you know the law.  There are certain limitations to the amount of time that a person can work.  Not to mention the fact that overworked employees are far less effective/efficient than a fresh new employee (Even if the new employee appears to cost more in the short run)

Call center schedulers, as their name reveals, allow call center managers to automate the scheduling process, which can significant ly decrease the time/effort spent on this task.  However, schedulers do much more than automate staffing tasks for the days ahead.  In terms of overtime requirements, schedulers can alert WFM personnel about the requirement to schedule same day overtime or the need to send agents home. 

www.callcentercomics.com

Here’s some free call center coaching…be careful of what you say on and off the phone.  Since headsets usually have powerful microphones, customers can often hear the background noise that accompanies most busy call centers.  Part of this “noise” usually includes rep conversations regarding frustrating situations or difficult callers.  It is not only inappropriate to discuss such matters on the call center floor, but it can also affect current calls.  Imagine what would happen if a customer hears foul language or negative comments as you are trying to resolve an issue.  Regardless of how you try to explain the situation, the customer will always remember that your company, and you by association, is unprofessional.

In order to prevent, or at least reduce, repetitive motion injuries, call center managers will try almost any ergonomic office equipment.  In call centers you will find all types of contraptions that may look very unusual, but that quite effective at controlling injuries.  This cartoon may not be too far from the future of ergonomic equipment sales.

Like other customer service operations, virtual call centers require supervisors to be engaged with their agents.  However, the management style and processes involved in overseeing a virtual workforce is not necessarily the same as that used for more traditional call centers.  Whether agents are in close physical proximity or hundreds of miles away, supervisors should be trained on how to manage their people effectively.

Workforce management is a key component of running an efficient call center operation.  The job is certainly not easy, and it’s usually characterized by a lot of analysis, and number crunching.  However, even on particularly difficult days, WFM employees can be glad about their job.

Call center scripts are certainly a good starting point for agents who need help expressing their thoughts in an eloquent manner.  Are scripts the right approach to follow on every opportunity?  Let this cartoon answer the question.

Call center script cartoon from www.callcentercomics.com

When too much effort is put into improving handle time, reps tend to get very creative regarding ways to lower their AHT.  Sometimes the drive to improve yields positive results, other times this cartoon may reflect what happens.

Call center monitoring cartoon from callcentercomics.com