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MMG Irfan - Blog

Importance of Contact Centre to develop your Skill

I can Remember the day when I was newly added in Roster at my 1st experience for contact Centre in 2015.

I Really didn't know anything, if knew then I don't know what I knew!!

I knew how to do Addition, Subtraction, Multiplication, Division or some simple formulas like that....

But in a day I can formulate many formula in EXCEL is only because of this call Centre experience. I'm gonna share some Basic formula which is mostly use in Contact Centre

1. Date

The DATE function is incredibly useful in Excel. It’s a common thing to have a bunch of rows with dates but it can be difficult to group them by month. You can quickly create a column for month next to your date column by using this formula:


A2 represents the cell that has the date in it. If the date in that cell looks like 2016-04-03 the month cell will look like 2016-04-01. Regardless of the date, the month will display the first day of each month and now you can quickly filter or group in your pivot table by month.

Bonus: Once you do this in your first cell, double click in the bottom right hand corner of that cell and it will copy the formula all the way to the bottom of your spreadsheet. You don’t have to write that formula 25,000 times. Win.

2. Dollar Sign

The dollar sign is an important little symbol to remember in your formulas. In the previous point, Excel has the ability to customise the formula in the cell relative to the row it’s in. Perhaps you’re doing a formula where you want to multiply the cells in a particular column by a value in another single cell. The dollar sign turns off that relativity and makes sure that the cell number doesn’t change in your formula. So your formula might look something like :


If you copy that formula to the next cell in the column, the formula will look like:



This allows you to grab data from another sheet using a common identifier. For example, you may have one sheet that has all of your data for your team performance for the month including the name of the agent who is in your team. You’d really like to get results by the team the agents work on. In another sheet, you can create a simple, two-column sheet that has the name of the agent and the team they are on like our team warriors ♥

Once you have that sheet created, go back to your main sheet and create a “team” column. In this case you will use VLOOKUP because it’s vertical. HLOOKUP is if your data is laid out horizontally. The VLOOKUP will look up the name of the agent and match it with the name on the other sheet and fill in the corresponding team named warriors. A formula might look like this:


Note that the aforementioned dollar signs are often really useful in this formula.

4. Data Validation

Data Validation allows you to create cool things like drop down lists in a cell. Consider a time where you had to enter “yes” or “no” in a certain column or possibly a wider range of options. A drop down list allows you to quickly select from the options you want in a couple clicks rather than several key strokes and it ensures consistent formatting and also easy to update TC Reporting file :-P everyday :-(

5. Sum, Average, Count

These simple functions are great to remember so you don’t have to hunt around for the function button. Add an “=” before each and you can count, add, or average any range of cells that you select. These are essential building blocks to know for the next tip. for example if you want to know what is Average QA Score of an Agent you can find out by selecting Range, Criteria, and Average Range.

6. IF and IFS

Add IF or IFS after Sum, Average, and Count to add some criteria to those formulas. Adding the “S” allows you to attach multiple criteria to the formula. Let’s say I have a table full of quality scores and I want to count how many perfect 100% scores my team earned. My formula would look something like this:


7. IF Statements

IF statements allow you to apply logic to a certain cell. For example, if you have a list of all of calls you received and a column that displays how many seconds each customer taken, you can determine how many calls were answered in less than 120 seconds. Your formula would look something like this:


So if the call end within 120 seconds or less, the value printed in the cell will be “Yes.” If it was more than 120 seconds, the value would be “No.” you can also formulate like

=IF(A2<=120,“Yes”,“KPI Mara”)

Publish Date: October 24, 2017 5:35 PM

Tips to Keeping Your Customer Happy

Serving the public comes with its own pros and cons. The cons: It can be super difficult to meet everyone’s expectations. The pros: When you do, it’s incredibly rewarding; nothing is more satisfying than a happy customer. If someone calls you, and you’re able to take them from angry to being pleasantly surprised and thankful, it’s certainly an accomplishing feeling.

Although you might have a clear plan in place for how to service customers, chances are there’s something you’re missing. The problem is, that most contact centers don’t know which pieces of the puzzle they need to fill. Luckily, there’s a foolproof way of tackling this. If you utilize these 5 tips on a regular basis, you’ll be sure to keep customers happy.

1. Show Customers that You Care

Have you ever talked to a customer service rep and had the feeling that they just don’t care? In a service environment, perception is everything. Positive language can greatly impact how customers feel about an experience, and can often rescue a bad interaction, leaving it on a high note. Be sure to use phrases like, “I will keep you updated”, “I will take responsibility”, or “I’d be frustrated too.”

2. Make Changes to Better Serve Customers

Today’s customer is listening, researching, and posting. Put in the research to fully understand your customer base and learn how you can better serve them (do this at least twice a year). Whether it’s a small change on your website’s self-service page, or adding call-back technology so customers don’t have to wait on hold, there are many changes call centers can make today to improve the customer experience.

3. Test Your Own Experience

Improving the customer journey has the potential to

increase customer satisfaction by 20%, lift revenue by up to 15%, and lower costs by as much as 20%. Contact your own company and see what the customer journey feels like. What’s it like to chat with an agent or call the contact center? Then do the exact same thing with your competition. How does it compare? Are you better or worse? Make changes accordingly.

4. Keep Your Agents Happy

According to Contact Center Pipeline agent attrition is a top challenge. Studies have shown that call center agents quit most often because of their work environments rather than their compensation. Companies need to find more ways to increase agent engagement, improve coaching, and motivate employees. Find regular activities to implement here.

5. Allow Agents to Go Above and Beyond the Call of Duty

We’ve all had our share of amazing customer service experiences and can attest that when a company goes above and beyond the call of duty, that we in-turn become loyal customers. When analysing complex interactions, make sure you check to see if there was something more the agent could have done. Communicate with your agents and encourage them to go beyond the scope of their work.

Publish Date: October 20, 2017 3:54 PM

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