Operational Performance
The typical challenge of running a call centre operation is defined as having the right number of people available at the right time to answer the forecast number of calls. This approach often leads to a focus just on Service Levels - did we answer X% of calls within Y seconds.
The latest thinking of call centre operations is much more balanced than just having a single 'access' measure. It is now all about the effectiveness of the answer to the enquiry - from the customers perspective - as well as the efficiency of managing our staff.
From a people management perspective, our focus on operational management includes:
- the effectiveness of Quality Management - how well you can acquire new customers and your ability to retain your existing ones through high levels of Customer Satisfaction;
- having a balanced approach to KPIs - so that you have the right set of measures and reporting for your operation with a mix of financial, efficiency and customer effectiveness measures;
- developing your staff so that they become Self motivated Agents - so that your staff take better care of customers, are more productive, and remain employed longer with you;
- understanding the Customer Experience - using techniques such as Mystery Shopping to undertake regular assessments of both of your competitors and your own centre.
Where do you start?
We suggest that you start with an operational needs assessment for people and operations. This is a one day insight into the key operational areas of your call centre which helps you to define the best areas to make improvements.
If you are interested in finding out more about how RXP can help you develop your people and operational performance then please Contact Us.
