Business goals are like destinations. The best way to achieve them is to determine the path forward that will be most effective. If you were driving toward an actual destination, you’d use a road map.
For a contact center goal, you can do the same thing.
Roadmapping is a process that refers to the actions that must be taken, the steps that execute those actions, and the resources needed to achieve those steps. It’s a plan that turns a vision into reality.
For instance – your goal is to increase first-call resolution. The road map here will have that as the final destination. How do you get there?
Start by gathering a team of those whose work is integral to that objective: agents, managers, coaches, trainers, and customers if you can – if not, conduct a customer survey that asks what went wrong with that first call. In this research phase you are gathering facts and opinions from those involved.
Now the strategic planning can begin. Take a fresh look at components, such as your script. Review your forecasting and scheduling procedures. Are there times when an insufficient number of agents are working, which may prompt those that are extra-busy to wrap up calls faster to cut down on wait times?
At the end of this phase, you should have a series of steps that should lead to more first call resolutions. The final step is creating that road map, and making sure everyone in the organization is using that map and heading in the same direction toward the same goal.
Try making road mapping part of your performance management efforts. Monet Metrics can help with this as well. It helps you to easily track, analyze and manage agent, group and center performance to optimize your call center performance. With Monet, you can create a culture of accountability and self-motivation.
Publish Date: July 17, 2018 5:00 AM
In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.
Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.
TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
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