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Article : 5 Reasons New Call/Contact Centers Fail

#contactcenterworld, @taylor_reach

5 Reasons New Call/ Contact Centers Fail

By: Colin Taylor


There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes are surging and going unanswered?

By creating a Call or Contact Center and being able to direct and centrally manage all calls, emails, chats and other channels of communications organizations can realize both financial savings, but also improvements in service quality and customer satisfaction. Regardless the cause once an organization has determined it is time to create a call center the next steps can be both daunting and critical.

Common Issues/ Challenges

There are more than 800 discrete tasks associated with building a Call or Contact Center. Common Challenges include;

  • Accurately sizing your call center requirements
  • Determining which channels to support
  • Identifying the telephony and technologies required to support your business activities
  • Mapping your business processes impacted by the Call or Contact Center
  • Identification of the integration points and links required to CRM or back office systems
  • The design of the call and workflows,
  • Design of the physical call/contact center space
  • Creation of an organizational design and the determining people requirements.

People are the largest cost in any call or contact center. People requirements include;

  • Job descriptions,
  • Identification of skills required for each role
  • Compensation Modeling
  • Quality management
  • Workforce management (forecasting and scheduling)
  • The reporting required to provide the business with the knowledge to make data-driven business decisions related to the Call Center / Contact Center and the customers they support.


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Common Fails

In supporting our clients in the development and implementation of new Call Centers and Contact Centers we have seen a number of challenges and decisions that can adversely impact the development process. These challenges include;

Lack of a cohesive vision of the role of the center.

Is the center designed to be a profit center or a cost center? Is the purpose to deliver service that exceeds customer expectations or to be delivered a cost effectively as possible? Has the organization defined the desired customer experience (CX) when interacting with the center? Has the organization identified the reporting and metrics that will measure success and inform future business decisions? Without a clear vision, it is impossible to develop a center successfully. Fuzzy goals will produce fuzzy results.

  1. Failure to realize that a Contact Center is a unique and independent business service and must be properly researched and resourced in terms of both people and technologies.

    1. The failure to complete proper research has led many organizations to select technologies that don’t meet the needs of the organization. Many solutions can appear on the surface to do what we want them to do, it is only when ‘drilling down’ to the details of ‘how’ that we can often surface inadequacies. Research takes time, but it is time well invested versus selecting and installing a telephony or technology solution that doesn’t work or handicaps the organization going forward.

    2. Failure to realize that a Call Center requires staff with unique skills and competencies which can result in the wrong people being on your Contact Center ‘bus’. Just because someone likes to talk, doesn’t make them qualified to be an agent and a good salesperson isn’t always the best solution to lead a Call Center or inside sales team. Putting the wrong people in the wrong roles can handicap your center for months or years to come.

  2. Failure to plan for growth or seasonality.

    Nothing is static, companies evolve over time and the reasons our customers contact us is also every evolving. Organic growth in contact volume may be linked to organizational growth, new markets, products or services. Increased focus on e-commerce can increase seasonal spikes and volumes. If the center planning has not taken these factors into consideration, you can find yourself without the ability to scale the center to support the customer needs. The solution to this can include center expansion and/or outsourcing. Both of these scenarios are disruptive and will reduce service quality while often increasing costs.

  3. Failure to understand the labor market.

    In a Contact Center labor is the number one expense. Centers also often have high staff turnover, both externally and internally. The location selected for the center must be sustainable and the labor costs and budgets need to be realistic. Failure to properly plan can lead to a center unable to secure the desired staff with the desired skills and/or force it to pay more than was budgeted for these roles.

  4. Failure to seek guidance and expert advice.

    There is certainly a cost associated with retaining an expert to guide you through the process of designing and implementing a new call or contact center, but there is also a cost for not doing so. We have seen organizations select technologies only to have to remove and replace them within months, build and then shutter center locations due to staffing issues, deliver degraded services because their budget was incorrectly set in the first place and be hampered by center staff and leadership without the skills, competencies or training to excel in the role.

The preceding is by no means an exhaustive list of challenges associated with creating a new Call Center or Contact Center, but the examples cited above are some of the most common failures, that can spell disaster for a new center initiative.


About Colin Taylor:
For the past 33 years Colin has worked in the call and contact center industry starting as a agent, Today he assists clients improve the operation effectiveness and customer satisfaction achieved by their centers. A frequent speaker and author more than 100 articles on call and contact center operations.

About The Taylor Reach Group:
Company LogoThe Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.
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Today's Tip of the Day - Faxes Into Your Contact Center

Read today's tip or listen to it on podcast.

Published: Wednesday, July 19, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

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Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
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Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

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PCS GD
Call recording solution fully integrate to all main pbx solutions.
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InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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