With conventional workforce management software, not all of the statistics necessary to improve contact centre efficiency are available in one place. That makes it more difficult to integrate the contact centre into the business's overall marketing plan. Average call handle time, for instance, is a useful statistic, but the mere length of a call doesn't tell you that your customer is furious with your service and wants to go to a competitor. But when you combine handle time data with information gathered by the monitoring technology, you gain a more robust picture of the contact centre and customer service and satisfaction as whole.
A contact centre uses the workforce management portion of the solution to schedule the precise number of people needed — across multiple sites if appropriate — to ensure that it can meet the service level expectations of its customers. The monitoring component allows management to track agent attendance and workload volume — making sure that reps are plugged in during their shifts and taking their breaks accordingly. The quality assurance technology enables supervisors to assess the skill level and performance of its agents. And if an agent is identified as having an area that requires improvement, the optimization suite can push the appropriate training module to the agent the next time he logs on for his shift.
(read more...)
Workforce Optimizing can assist of the following:
- Call Recording
- Quality Monitoring
- Workforce Management
- Speech Analytics
- Agent Coaching
- Customer Feedback
Call Recording
Today’s business climate of government and industry regulations and risk management practices had prompted many organizations to proactively record and archive the interactions between their customers and their staff.
Huntrex offers consulting services that can help you getting the most from your investment. These services are delivered by consultants who have experience with organizations and contact centres. Our goal is to partner with you to provide word-class services that offer measurable results and rapid
return.
Call Monitoring
Contact Centres biggest challenge today is to capture, manage and learn from customer interactions. Managing of the quality remains a priority because it’s a means to provide intelligence about your business processes, products and services.
Huntrex offers professional services that can help you get most out of your investment. Because we are committed to your success and ensuring that you find better ways, we will ensure a smooth implementation, business consulting as well as training and support.
Workforce Management
Workforce management software remains is a vital part of any large call centre and an extremely useful investment for smaller centres. It's about planning: turning that chaotic flood of customer calls into predictable trends that your agents can be ready to handle.
When you're looking at all this amazingly complex software from the software maker's perspective, it's easy to think that you need to invest in giant-sized systems that will take your entire budget to buy and months of training to learn. Instead, look at it from a need perspective, or a "pain point" perspective.
Where does your call centre need help? Are you a smaller centre that's growing out of its spreadsheet-based scheduling system? Maybe it's time for a real, dedicated workforce management system. Are your schedules clear but your agents aren't staying on task? Maybe you need some help with adherence. Maybe your current forecasting is falling short of expectations. There's hope: Forecasting tools are the foundation of any workforce management system, and many firms pride themselves on their unique forecasting methods.
Huntrex has experience in dealing with Workforce Management.
Our company can help staff augment your current or future project with seasoned and experienced professional right for your team and stage of software implementation.
No matter what phase of your project you are in - planning, design, execution/development, go-live, or stabilization - our experiences dealing with previous clients large and small can help your project become a success.
Our goal is to provide our clients with experienced Technical and Functional Consultants to assist in all phases of their Workforce Management undertaking. We have specialized programs that can help you gain momentum on your undertaking while reducing your overall implementation costs.
Speech Analytics
Speech analytics is emerging as a key technology in the contact centre quality and performance space. It’s a very difficult task to make sense of the large amount of recorded calls collected on a daily basis. By mining this data, speech analytics brings the voice of the customer into the contact centre. Sometimes by analyzing the mined data, insight is given to root cause of customer satisfaction or dissatisfaction that’s embedded in the calls.
Speech analytics sits on the boundary of two important domains, Speech and Analytics. It transforms unstructured spoken content into actionable business insights.
Huntrex provide expert solution consulting to help ensure that categories are defined correctly. Most importantly we will ensure that your contact centre and company’s main goals are aligned. We work with the business inside and outside of the contact centre to ensure business value from the speech analytics investment.
Customer Feedback
By gathering data that might be overlooked or lost, Customer Feedback provides insight into the effectiveness of your people, products, and processes, allowing you to take action quickly. As a result, you can do more than simply measure customer satisfaction – you can now influence it.
Customer Feedback will enable you to:
- Make informed business decisions by capturing and analyzing customer feedback — and the context in which it was provided — in real time.
- Gain increased visibility into customer service processes and performance based on the specific people, products, and processes that impact the customer experience.
- Improve first-call resolution rates, decrease escalations, and enhance customer satisfaction and loyalty.
- Reference recorded calls from customer feedback and optionally integrate survey results with other workforce optimization metrics.
