Contact center service to improve your business

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Contact Center Service to improve your Business Successful call centers are constantly seeking ways to improve all aspects of your business. You focus on the quality, quantity and the spirit of service. In other words, you know your customers want good, fast and want to feel important.

Among the several factors that a call center executive could explore in order to optimize the return on investment is the service level objective. The higher the level of service of higher investment. You already know and you've noticed that the higher rather than their agents should be sitting idle waiting for calls. Not exactly the kind of image you want to view.

Realizing that their agents are having more conversations with their peers than with your customers, you may wonder about reducing the number of agents. However, you know that reducing the number of agents is closely connected with the level of service offered to its customers thus the "law" of Employment Rate : The busiest agents ( high occupancy), plus lower the response speed and downtime plus its agents have ( low occupancy ), the higher the response rate.

In an attempt to find new ways to reduce operating costs customers asking if accept a shorter response time? How much lower can be their service to their customers start complaining or move to the competition?

Before answering the question "How is it possible to get�, I recommend you become familiar with the "law" of the employment rate. Indeed, the question of how much you expect your customers might be willing to accept must be balanced with the question of how busy you want your agents to be.

Remember, busy agents are the lower your level of service will be. Indeed, the goal is to determine the correct target goal of occupation.

Besides the obvious effect on customers, these are some other effects that take into account when setting a goal of occupation: When agents are overwhelmed by calls, you can increase your after-call work to slow your pace fact negate any savings that can be expected in reducing staffing levels.

Agents can choose other jobs within the company or at worst, might go to the competition, both of which are canceled their savings by increasing recruitment costs.

Eventually it will be more difficult to attract and retain good people.

Agents who choose to stay may become unhappy and this attitude could reflect on the type of service your customers receive.

The recipe: Set your goal by determining its target rate of occupancy.

Service levels are often as follows: X % of calls answered in Y seconds (for example, 80 % of calls answered within 20 seconds). Occupancy rate is best described by the formula (Total online Time - Total down time) divided by Total Online Time. Total time online is also known as staff time, i.e. the total time all agents have been signed in the phone system to receive calls. This may vary according to your telephone system.

Having established a goal of occupancy rate then you can determine the target service level equivalent by performing an analysis based on historical data for your call center. Relate past occupancy rate with the level of service achieved. You will find cases where the new target was achieved Occupancy rate and collects data of corresponding service level which will see a pattern that will serve as their new service level objective.

Conclusion When set the service level by determining the occupancy rate of the right, wins on all fronts.

The occupancy rate of the right becomes a competitive advantage that allows you to attract the best employees because they are offering the best conditions. Best offer superior service employees ergo you attract and keep more customers. Its agents are happy and your customers are happy. This equation provides shareholders happy.

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