Agents that are truly multi-skilled are a gift to any contact centre as they offer the flexibility of being allocated to departments depending on incoming contact volumes. However, being able to accurately predict where they will be needed when is essential to making the most of them. Continue reading
For many contact centres, Average Handling Time (AHT) is still an essential Key Performance Indicator (KPI). It affects the number of staff and the system capacity you need.
In the past, it was often thought that a low AHT was what to strive for but, over time, companies have recognised that it was too simplistic an approach to measure efficiency and that they had to take into consideration other factors such as First-Contact Resolution (FCR) rates. Continue reading
We regularly discuss the ways to handle complaints and dissatisfied customers, simply because customer satisfaction is the cornerstone of any business. Complaints should always be seen as an opportunity to put things right as, for each disgruntled person who gives you a piece of their mind, there are many more that don’t but just go straight to your competitors. Continue reading
Interactive Voice Response (IVR) systems can make call handling much faster but, if not designed properly, they can be a huge source of frustration for customers and can leave them with an unfavourable perception of your company. Continue reading
In the 1920s, Danish mathematician Erlang created the eponymous formula. A pioneer in queuing theory, his work is still the foundation of any network analysis and switchboard staffing. Continue reading
Analysing a contact centre data is crucial to monitor its performance and highlight areas that need improvement. However, with the amount of collected raw data available, it is easy to lose track of what is really significant. Here are our tips not to lose focus. Continue reading
It costs 4 to 6 times more to acquire new clients than keeping existing ones; an existing customer is 14 times more likely to buy more products or services from you, and 73% are more likely to recommend you. Yet, despite these crystal-clear statitics, businesses’ priority is still very often about capturing new clients to the detriment of existing customers. Continue reading
We have often talked about how demanding being a contact center agent is. Whether they are dealing with routine queries or angry customers, it can be an intense job that leads to stress and ultimately lack of motivation and decrease in productivity. It is therefore essential that managers act before this happens and reduce the risk of agent burnout. Continue reading
Did you know that 20-40% of all retail sales happen in the last two months of the year? How well a retailer does in this time will largely determine the shape of their finances for the following year and it is therefore crucial that they put in place everything they need to maximise sales. Continue reading
For large organisations and companies, handling calls is a sizeable part of their budget and call centres are often scrutinised to find areas where savings can be realised.
A common strategy is to reduce staff, but this also usually has the unwelcome effect to lower the quality of the customer service you can provide. The trick is therefore to reduce telephone demand effectively so that you need fewer agents without compromising on service. Continue reading