Article : Tips for Successful Contact Centre Management - Part 7
Work With The Business
Contact centres often operate in isolation, with little or no interaction with other departments in the business – even if their performance has a direct impact on the other department.
Contact centre staff should meet regularly with all other parts of the greater business that are impacted by the performance of the contact centre – after all, those other parts of the business are customers of the contact centre too.
In order to be truly effective a contact centre manager must know what other departments expect of them, and must also show other areas how their work impacts the contact centre. For example, if Accounts send out inaccurate invoices, or Marketing put an ambiguous statement on the web site, contact centre volumes will increase, which has a real and measurable cost to the business. By demonstrating that cost (or even re-charging it internally), it will encourage the other departments to consider the impact of their actions in the future.
This frequently occurs when a customer calls the contact centre to request something (maybe a new service or a fault repair), but the contact centre can’t resolve the issue immediately and has to pass the issue to another department. If the other department doesn’t resolve the issue quickly the customer will call the contact centre back thus increasing workload. In extreme cases they will become frustrated with the contact centre and its staff, which can adversely impact staff morale – even though the contact centre can’t do anything to resolve the problem.
While regular meetings are the most common way of interacting with other parts of the business, there are other strategies that can be employed, including:
- Encouraging management from other departments to visit the contact centre and see how it works – even listen to some calls.
- Creating a staff exchange program so call centre staff and staff from other areas that interface with the contact centre can "swap jobs" to experience each other’s challenges and successes.
Providing customer service is not the responsibility of a single department, even though a single department maybe the interface to the customer. Customer service is the responsibility of everyone in the organisation, and everyone needs to work together to provide that service.
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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: Monday, August 1, 2016