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Consider Your Center As A Production Line
You might think this is crazy – there is no way your center is like a production line in a factory. Yet, when you look at how a production line functions – work gets passed down a line and the end result should be a defect free, quality product – you can draw some similar analogies. For example in a contact center an incoming call needs to go through some processing before it is passed to agents, who processes the data, then either ‘completes’ the process with a satisfied customer, or passes the customer on for further processing. In a production line it is sometimes easy to spot problems and where they occur, in a contact center it may be harder so think laterally. If you are not getting as many calls today as normal, could there be a problem with the way calls are processed by the ACD or IVR? If too many calls are not being completed is there a problem with the information you give to agents? Getting too many repeat calls could mean that the quality of the first response a customer gets may not be good, etc. So start thinking like a production line and break down all the steps customers go through so you can see what is going on and where the problems are.