Many things can be done for optimizing our cost in Customer Care.
What' else ?
It is agent Occupancy !
This Part of people productivities. We need to measure it, to ensure our people arragement is in good shape. And Contact Center Management team's responsibility is how to create good staffing and scheduling. It will also impact to occupancy !
Before formulating and defining Occupancy, We need to be wise to set our standard...
Too Low Occupancy can lead us to cost inefficiency. Agents will feel bored due to more idle time, more time to do other things out of taking calls. For some condition it will create possibily to do unproductive actions.
On other side, Too high occupancy can burn-out our frontliners by having too many interaction coming-in and impact to customer’s handling quality. Absenteesm or maybe Attrition will come due to high occupancy. If it is happened then it will impact to overall team member because load distribution finally will come to them. And at the end, bad customer experience may be happened, create customer's frustation and possibility to generate complaint due to difficulty to access. Touch points are not easy to be accessed. That will cost us more in case of many repeats interactions coming without any respond, load to the system and effort to clean it up.
Occupancy measurement can be by location, group, team and down to individual level with certain purposes. We need to ensure our system can support the measurement. And important thing, due to occupancy has tight correlation with FSS, always to involve our FSS team to collaborate or even give FSS team to measure it.
Good occupancy can lead to optimum people cost we have, reduce repeat interactions due to bad customer handling experience, managing agent's working load and system workload. As we remember that there will be cost occured on every single interaction.
Have we gain optimum occupancy in our center ? :-)
-- Bekasi-Indonesia, May 2020--
Publish Date: September 30, 2021 11:07 PM