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Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely - Business Systems UK Ltd - ContactCenterWorld.com Blog

Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely


With
 Contact Centres all over the globe facing the reality of home working for the foreseeable future, real-time adherence is going to be vital to protect service levels 

Managing today’s multi-channel contact centres from home could be easier than you think with a little forward planning and the right WFM technology.  In these uncertain weeks ahead, we all need to be flexible and agile with ‘on the go’ planning. Real-time adherence will play an integral part of effective intraday management. 

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Challenges

Many organisations have spent the last couple of weeks getting their agents ready for home working.  Staff are set up to take calls, they have access to the necessary systems, however, the immediate challenge is to ensure they’re more productive and working efficiently. 

Without clear real-time visibility of staff and scheduled activity, organisations are finding themselves in a position where scheduled employees are not available when they should be.   

Depleted workforces and increased demands inevitably impact the customer experience with longer wait times, high abandoned calls and service levels targets not being met. 

The Solution

So, what’s the solution? A good WFM solution with strong real-time adherence functionality including:  

  • Ability to compare agent schedules with those of the current ACD state 
  • Lack of schedule adherence is flagged with alarms 
  • Ability for team leaders to drill from site and teams down to an individual agent with a click of a button
  • All data is updated in real-time and available on desktop, tablet and or mobile devices 
  • Provides real-time adherence visibility to ensure staff are available for the next customer demand/interaction & handle times are kept to a satisfactory level 

Add in intraday schedulers to the mix and organisations can gain high levels of visibility allowing them to make informed decisions around actions that need to be taken.  E.g. Do we need to alter schedules for the workforce during the day or do we have enough resource to handle demand but they’re not doing what they should be? 

Customer Stories

With tumultuous times ahead, it’s useful to look at how some of our customers are using real-time adherence to help them protect their service levels.   

In our first example, a customer believes that real-time adherence has had a calming effect on their day-to-day contact centre challenges. 

Their solution has been configured in a way to help agents ensure they adhere to schedules. Their agents automatically receive pop-ups on their desktop to remind them when to take a break, go to lunch or when they are due to switch from one activity to another. The solution also confirms that shift trades and/or shift changes have been accepted. With agents forced to work from home, it’s vital that they still receive those breaks and are encouraged to do so, to help prevent mental health issues a few weeks down the line. 

This customer also found that their Managers are now in complete control of their contact centre environment (whatever that may look like now), because they can simply login to the system and compare agent schedules to states and see state changes as they happen from their tablet or other mobile devices. They can make appropriate adjustments to schedules on the move, should they need to do so. 

Our next customer found that real-time adherence has enhanced their service levels and customer satisfaction. 

This feature benefits the whole company and has already proven to increase productivity by 5% in a short amount of time.  By implementing the real-time adherence functionality and linking to their automated call distributor (ACD) system, they have been able to get an accurate, real-time view of the agents and overall contact centre activity to enable managers to track schedules against forecasts and then make quick and meaningful adjustments to meet agreed customer service level agreements (SLAs).  Automated alarms flag-up when schedules are being breached and a real-time data feed which is updated in seconds allows them to make quick decisions. 

Another real-life example, found having clear visibility of intraday activities and real-time adherence enabled them to factor in team meetings, 1-2-1 meetings and other offline activities during quiet periods.  Now more than ever, these meetings will be vital for staff morale and must continue to happen where possible, albeit they are likely happening virtually for many of us. 

Summary

We’ve been talking about business continuity planning for some time now, however not on the scale we are seeing today.  We have used examples of organisations having to prepare for the unexpected such as storms that prevent people from getting into the office or major systems outages - who could have predicted we would be staying at home for this unprecedented situation?  

Having this visibility in place will make all the difference when it comes to meeting services levels giving your organisation the best possible chance of coming out the other side! 

If you need help to get your people up and running to work from home, please contact us to discuss your options.

Source: https://www.businesssystemsuk.co.uk/blog/2020/03/25/real-time-adherence-key-ingredient-help-manage-workforce-remotely/

Publish Date: March 25, 2020 5:00 AM


2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



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