« Cultural Considerations: Resolution vs. Rapport | Main | IVR cartoon from Callcentercomics »

May16
Workforce Processes Drive Customer Satisfaction

wfm graph1.gifStaffing, scheduling, call forecast, queue management, exceptions and reports.  This is just some of the stuff that workforce personnel go through on a daily basis.  They are considered as the backbone of any call center because they ensure service levels are met and calls are managed effectively.

I recently spoke to some of our personnel driving the queue and asked if they considered customer satisfaction in their planning and processes.  Surprisingly, I got a definite “NO”.  I was shocked!  They always pointed the finger to either Operations or more often the Quality group.  I just stared at them with disbelief.

Workforce Management (WFM) isn’t just about crunching the numbers and meeting service levels.  Believe it or not, it is critical to customer satisfaction as well.  How?

The group has to manage effective scheduling so there are people on the phones to answer the phones as soon as possible.  Long wait times in the queue will impact overall customer experience.  It will only make it worse because you expect them to complain to an agent and talk time will be longer.

We need to schedule in exceptions because the agents need time for coaching with their supervisors, both in operational metrics and call quality.  This includes training to be scheduled for any updates or improvement in call handling.  If this isn’t managed effectively, then we end up with bad customer service.

Lastly, let’s not forget that the agents are our internal customers.  If these basic processes are done correctly, not forgetting they need our support, then we will have happier agents and less attrition.


2 Comments/Trackbacks




Once again, Jam, you've knocked it out of the park (at least someone is - my Cubs can't hit a homerun to save their lives - but what else is new? Anyway, I digress). All WFM initiatives should be undertaken with a clear understanding of the impact it ultimately can and will have on customer sat. Too often, I've found call centers trying to match "best practices" and "benchmarking" against other call centers with no regard to what their actual customers want and expect.

Hallo
I am a psychologist and a trainer in customer relations. Customers give us business. Therefore they are the most important persons. They need emphathic understanding and emphathic action. They know when we are emphathic and when we are not however our histrionic abilities be.
R.Venkatachalam

submit a trackback

TrackBack URL for this entry:

post a comment

Name, Email Address, and URL are not required fields.





Comment Preview

« Cultural Considerations: Resolution vs. Rapport | Main | IVR cartoon from Callcentercomics »

Advertise

sponsored ads



subscribe


Prefer Email?
Subscribe below-

Enter your Email:


Powered by FeedBlitz What's this?

Current News

Support This Blog

business social media

Use these fast growing business social media sites to promote your business, feature your products, spotlight your business leaders, create links, and drive traffic back to your company site, all for free!

BIZZlogos - Add your logo - free link to your site
BIZZphotos - Add photos of your products and people
BIZZprofiles - Submit your profile and build your online visibility
BIZZspotlight - Spotlight your business with free links
BIZZvideos - Videos about businesses, products and business people.
BIZZbites - "Digg" for Business - Submit your articles and posts

know more media network

View Network Map

Network Feed List (OPML)

Know More Media Network
Feed


we support unitus

PRWeb

Influencer



CallCenterScript is a member of the Know More Media network of business related blogs.

Here are some current headlines from some of our business publications:

ProductivityGoal

CallCenterScript

AdHurl

TheBizofKnowledge

LandingTheDeal

CustomersAreAlways

HealthCareVox

BrainBasedBusiness

TheInsurancePolicy

MarketingBlurb