Article : Tips for Successful Contact Centre Management - Part 1
Staff are intelligent – they have to be to work in a contact centre. They come to work each day with the intention of doing a good job and providing a high level of service to their customers. However, in many centres whenever a decision is required they have to refer to a team leader or supervisor for approval – particularly when there is actual money involved. Interestingly this can be as little as a $5 refund to the customer and the cost of obtaining the approval would far outweigh the refund itself.
There are two, equally important issues here – the customer service impact and the staff impact.
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The customer service impact is obvious – particularly to the customer. By insisting staff obtain approval, even for small transactions, you are delaying the resolution. Whether you have the customer on hold while you refer to a senior person, or you have to call the customer back later, it is still an unnecessary (for small amounts) inconvenience to the customer. Further, the additional time taken will also add to the queues as staff that could be answering calls are off obtaining approvals.
The staff impact is not so obvious. By insisting staff obtain approval for what seems to be the most menial things, managers are effectively giving staff the impression that they are not trusted. This can have an adverse impact on staff morale and can actually contribute to staff turnover.
Have a look at your operation, understand what the most common issues are and come up with some appropriate boundaries for staff that empowers them to make decisions and take responsibility for their own customers. Actual monetary refunds are one obvious area, but altering standard processes, or rushing approvals or similar could also be included in agent’s delegation authority.
There are three key benefits to this:
- It improves customer service
- It empowers staff, makes them feel valued and improves staff morale
- It reduces workload from team leaders and supervisors, allowing them to focus on tasks where they can really add value.
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About Steve Pels:
Director of Operations at Contact Center Action
About Contact Centre Action:
The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting and recruitment needs. We have ‘hands on’ operational experience in training, operating and managing contact centres. We don’t just teach and understand the theories, we have practical experience in managing staff in this often high-pressure environment. This experience includes recruiting, customer service, metrics and measurements, staff retention, process improvement, cost reduction, contact centre relocation and centralisation. We have independent knowledge of a variety of technologies from multiple vendors, including ACD, IVR, workforce management, call recording, CTI, speech recognition, biometric verification, quality management, performance management, customer surveys, outbound diallers and speech analytics – in both on-premise and hosted environments. We are totally independent. We do not sell technical solutions, neither do we have any commercial relationships with any
Published: Wednesday, July 6, 2016
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