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When I managed a contact centre, I learned that sick and vacation time can affect schedule adherence

 

This applies if employees fall ill or take an unplanned leave at the time they are scheduled to be at work.

So If I did this again, I would acquire workforce scheduling software that can enforce adherence strategies and manage exceptions when the unexpected happens.

When I managed a contact centre, I learned that quality monitoring is key to operational efficiency

 

This applies if a contact centre seeks to achieve high performance status by delivering superior customer service.

So If I did this again, I would identify the key performance criteria that result in successful interactions and then use quality monitoring tools to identify process and performance deficiencies so that corrective actions can be taken in a timely manner, and also identify opportunities to make continual improvements.

When I managed a contact centre, I learned that too many options on the IVR menu confuses callers

 

This applies if callers have to go through an Interactive Voice Response (IVR) system before speaking with an agent.

So If I did this again, I would keep the IVR menu options few and let callers get to the most requested topics at the beginning so they can access them quickly and easily.

When I managed a contact centre, I learned that automating is a great way of cutting the paper trail

 

This applies if the contact centre relies on paper-based tools in the workflow.

So If I did this again, I would review the number of activities that could be automated with technology and eliminate paper-based procedures; resulting in an environment friendly workplace.

When I managed a contact centre, I learned that mobile apps are a great alternative to IVR

 

This applies if customers have access to a smart phone.

So If I did this again, I would provide customers with a dedicated customer service app that they could input their contact details, as well as any verification and security details needed, then simply click a call back button and wait for an agent to get in touch.

When I managed a contact centre, I learned that using wireless headsets can increase productivity

 

This applies if agents need to move around and speak with each other or access some physical files and documents.

So If I did this again, I would provide agents with wireless headsets so that they can handle calls more effectively and give them the freedom to communicate in a more natural way while on a call.

When I managed a contact centre, I learned that speed dials can drive up efficiency

 

This applies if there are cases where calls need to transferred to other departments.

So If I did this again, I would setup call transfers to be done by pressing just a single button on the telephone handset or screenphone rather than having to enter long numbers manually.

When I ran a contact centre, I learned that using a script can diminish customer rapport

 

This applies if customers feel as if agents are reading to them from a script.

So If I did this again, I would advise contact centre operators to use scripts as a guideline and not as a fixed rule so as to give them room for a little personalisation.

When I ran a contact centre, I learned that having data on a single platform can increase efficiency

 

This applies if a customer service agent is required to use several applications on different platforms to resolve issues.

So If I did this again, I would provide staff with access to the complete set of information on one platform so that they are able to answer the customers’ questions with ease and deliver the right customer information at the appropriate stage of the call flow.

When I ran a contact centre, I learned that providing a clear career path can reduce staff turnover

 

This applies if there is a high rate of top performing and more experienced staff leaving to look for better prospects elsewhere.

So If I did this again, as part of the staff incentive program; I would put in place a career development plan that provides a well defined career path.