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TASKE Technology's Call Center Blog

2012

Effects of Staffing Cuts on Your Contact Center

Today’s economic environment means keeping an eye on budgets to make sure that your business is running as cost-effectively as possible.  If you’re lucky, you’re being asked to encourage cost efficiencies. Unfortunately, many executives and managers are being mandated to cut costs. Given that the largest cost to most call centers is labor, cutting costs frequently means reducing staff.

In the blog The Lean & Mean Contact Center, Martin Prunty evaluates the impact of staff cuts on both customer and employee satisfaction given increasing cut percentages. His conclusion is that this type of cost cutting “circumvents the contact center cost hierarchy, where customer demand drives resource requirements….When resources are reduced in deference to customer demand, the expected cost savings are not often achieved.  In some cases…costs can actually increase.”

It makes sense that without reducing your call volume, cutting the number of available agents to answer calls is going to lower customer satisfaction. Customers will experience longer wait times and a higher percentage of customers will simply get tired of waiting and hang up. Read more of Effects of Staffing Cuts on Your Contact Center

Tags: abandon rates, agent activity, agent occupancy, agent productivity, budgets, customer satisfaction, customers, operating costs

Building Success One Call at a Time

Often, when we talk about the contribution of a contact center to its business, we look at high-level factors, such as key metrics, operating costs, or resource allocation. These are important considerations when assessing your overall contribution, but let’s not lose sight of the reason your call center exists: to provide service or information via incoming or outgoing calls.

The ability of your agents to properly handle each and every call is key to building the customer relationships that your business needs to succeed. For insights into how agents are handling individual calls, many organizations use call tracking and analysis software. Following the lifecycle of a call – from connection through to disconnect – can be invaluable for issue resolution, training opportunities, and management intervention. Read more of Building Success One Call at a Time

Tags: business objectives, call analysis, call flow, call investigation, call lifecycle, call tracking, customer satisfaction, customers, service levels

Tips for Improving Your FCR Rate

Last month, we talked about why FCR (First Call Resolution) is important in helping you assess customer satisfaction. Not only do customers get frustrated if they need to keep explaining their issues over and over without getting a resolution, but your operating costs are higher because these calls unnecessarily increase your call volume, requiring you to schedule more agents.  We also talked about a few guidelines for measuring FCR, from tracking the number of callback from the same phone numbers to using a CRM together with you telephone reporting solution for higher levels of accuracy.

Now, let’s look at a few ways to try to improve your FCR rate. Read more of Tips for Improving Your FCR Rate

Tags: agent activity, business objectives, call volume, customer loyalty, customer satisfaction, first call resolution, operating costs, service levels, Training

The Role of First Call Resolution in Assessing Customer Satisfaction

Customer satisfaction. We’re always trying to improve it through new programs and services, analysis of key metrics and employee performance, and, if possible, direct communication with our customers. The variables in play can seem daunting when trying to understand even fundamental drivers for customer satisfaction. For example, your customers’ preferences for communicating with you can vary significantly depending on demographics such as age, geographical location, and disposable income.

All of our efforts are worth the investment because keeping customers happy keeps them coming back to us. While it isn’t easy to sort through all the factors than can affect customer satisfaction, there’s one statistic that is generally accepted as a good indicator.

In its simplest form, FCR (First Call Resolution) means that when a caller hangs up at the end of the first call to your contact center about an issue, it’s resolved. The caller doesn’t call back for followup on the same issue. Read more of The Role of First Call Resolution in Assessing Customer Satisfaction

Tags: abandon rates, call volume, customer loyalty, customer satisfaction, first call resolution, operating costs, service levels

Using Historical Data to Predict Staffing Requirements

Last month, we talked about the value of a predictive approach to forecasting call volumes and staffing requirements based on past activity. Using historical data to identify meaningful call patterns helps you make accurate assumptions about upcoming demands on the call center.

Let’s take a closer look at some considerations for using historical data to schedule resources appropriately in the future. Read more of Using Historical Data to Predict Staffing Requirements

Tags: abandon rates, agent activity, call metrics, call volume, customers, forecasting, statistics, trends