The following post is part of a blog post series from several of inContact's partners.
inContact partnered with ClearView to create the inView Performance Dashboards which provides real-time data and business intelligence for all levels of call center operations. This information, delivered in a highly visible format, increases agent accountability and creates a culture of continuous development that is essential to reaching business objectives. In this first post from ClearView we examine a common contact center problem; high attrition rates caused by a lack of communication and unclear expectations.
2015 is upon us and it’s time to up your game! Every year the technology and tools for call centers get better and better. We have compiled a list of 6 things that have no business on your call floor anymore. We recommend finding ways to effectively eliminate these problems to save your reactive contact center and create a proactive operation.
1. Performance data inconsistency… this must go
Many organizations do not have a standardized way of extracting, analyzing and disseminating performance data. Different positions and levels throughout the organization commonly pull data sporadically, are not always viewing the same data, and make business decisions based on incomplete overall performance. Performance dashboards allow all levels of the organization to extract and view data across all systems in real-time which standardizes the process of pulling data and giving all individuals the same visibility of true company performance.
2. Manual data collection and aggregation… this must go
One of our clients was having a huge problem with turnover for one position in their company. Want to guess what this person’s responsibilities included? Yep, you guessed it, manually pulling and aggregating data. As you can imagine, this process is tedious, time consuming and creates a large opportunity. Many individuals in such a role express their frustration for wasting much of their time trying to extract, aggregate and correlate data that is often obsolete by the time it is disseminated. WFO-enabled performance dashboards track and deliver this key business intelligence in real-time, allowing for rapid identification of agent weak points and breakdowns which promote a focus on addressing the issues.
3. Providing no agent visibility… this must go
Agent visibility increases the bottom line so significantly that the investment may prove to be the most profitable thing you do in 2015! Many express the complications and frustrations that arise from limited agent communication and that agent attrition has an enormous impact on their bottom line. Dashboards reinforced with gamification strategies, allow agents to clearly see what the company’s expectations are for each particular metric while offering the agent insight into how they are performing relative to the goal and their peers.
4. Operating in the dark… this must go
We consistently hear “I don’t know what ‘good’ is… we don’t know what we don’t know”. There is no reason these concerns should exist with tools performance dashboards out there. It is vital that you have software that shows correlations between multiple metrics from multiple systems (Phone, CRM, ERP, etc). This allows organizations to see what their key drivers are in delivering the greatest customer experience. Performance dashboards empowers a company to identify the optimal key metric thresholds that deliver the overall best customer experience and enables them to manage their organization to those identified metrics goals.
5. Managing your business with stale data... this must go
Many companies do not have the ability or the resources to pull and view data in real-time. While this may not kill your call center, it’s going to maim it. Consistently playing catch up and reactive management makes it nearly impossible to identify current breakdowns and get ahead of the issues impeding the organization’s success. Performance dashboards extract and aggregate data in real-time which enables organizations to identify breakdowns as they occur and manage proactively.
6. Data segregation... this must go
So many of the current reporting tools available on the market today have neither the ability to pull in data from multiple systems or view the data they do pull at various levels through an organizations. Typically, these reporting tools offer a high-level look at overall company statistics OR only allow the user to see the data across all agents. The key to finding the right performance dashboard software is how comprehensive the data view capabilities are and how deeply you can drill down into the data. The most effective dashboards provide a data view at any level of the organization including regional, team and agent level, along with the ability to view the data by particular accounts, campaigns, skills and point of contact.
Like most analytics tools, the question is not whether they can help your contact center operate smarter and more efficiently. The question is which one provides the comprehensive data you need and makes it available to you in an actionable manner. Find something to solve the problems we have discussed before they weigh you down and make you reactive instead of proactive.