White Paper Provides Recommendations for Dealing with the Economic Crisis
CHARLOTTESVILLE, VA, October 28, 2008 — As the world faces its worst economic crisis in decades, call centers are looking for ways to do more with less, which requires insight, resourcefulness and a willingness to make sacrifices. Inova Solutions, a provider of real-time reporting solutions for inbound and outbound call centers, has produced a free booklet entitled: Staying Afloat in a Sinking Economy: A Call Center Manager’s Survival Guide. For a complete copy of the guide, visit http://www.inovasolutions.com/call-center-reporting/landing/economy-whitepaper.html
“Strategic spending and careful use of resources in an economic downturn can actually jumpstart a stagnant operation. When competitors cut back, there’s opportunity to stand out,” said the booklet’s author, Wendy Hubbard, co-founder and Executive Vice President of Inova Solutions. “To do more with less, call center managers must focus on three areas. First, work from the inside out to streamline core processes and technology. Secondly, leverage your workforce to make the most of both information and resources. Finally, adjust your customer service strategy for the current environment.”
Real-Time Data Reveals Needs vs. Desires
During economic downturns, call centers must decide between the “nice to haves” and “must haves”, requiring a solid understanding of operational expenses, which usually run 55% to 65% of the total call center budget.
The first indicator of operational efficiency, real-time performance, is the “ounce of prevention that produces a pound of cure.” Real-time data can identify potential problems before they turn into costly mistakes. For example, if long wait times suddenly occur, managers can take corrective actions, such as assigning more agents to the queue and offering apologies to customers.
Step 1: Improve Operational Efficiency
To achieve optimal efficiency, use real-time data along with historical performance, forecasting data and business goals. Gathering this data may be no easy task, so use software programs to integrate with ACD, workforce management systems and internal databases, to give a complete picture of real-time, historical, and goal data in one snapshot. Such tools help you make quick, informed operational decisions.
Step 2: Optimize Your Workforce
Staff reductions must be handled strategically. According to the 2007 Global Call Center Report, replacing one agent costs about two months of a typical agent’s pay. Lost productivity causes that number to double. So, retain the most experienced, talented agents and enable them to self-manage, which also improves employee morale. (Plus, straightforward communications via these systems reduces water cooler gossip.)
There are several means to communicate real-time information to agents, from basic queue stats on an LED wallboard to detailed data on a desktop. If agents see that an average wait time is excessively high, they can speed up current conversations. Or, if they notice that few calls are waiting, they can improve First Call Resolution (FCR) to increase customer satisfaction.
Step 3: Adjust Customer Service Strategy
A customer has very few windows into your company. Often, the only interaction they have is with a call center agent. The interactions that take place through agent headsets are vital to your brand. In tough economic times, instilling consumer confidence is more important than ever.
There is a long standing myth that focusing on key performance indicators (KPIs) causes customer service objectives to fall by the wayside. However, the two are not mutually exclusive. Measuring FCR gives valuable insight into customer satisfaction and behavior. Smart call center managers can avert disaster by evaluating key areas of operation and making appropriate adjustments.
Summary
- Real-time information is paramount. If you know what is happening in your center, you can enact plans or modify strategies accordingly.
- Let call center technology tools help you. Automate where you can, and free up your own time for the strategic decision-making.
- Recognize that your team of agents is your most valuable asset. As they fear for their own financial security, they will look for honest communication and morale boosters. Arm them with tools to successfully self-manage.
Inova Solutions specializes in call center reporting software and hardware products. Operating globally, Inova helps organizations communicate faster and more effectively to positively impact operations. Learn more at www.inovasolutions.com/call-center-reporting/