| Back to Basics | | | | resolution rate (if applicable), and first call |
| Well, here we are. There are tried and true call | | | | resolution rate. |
| center management techniques that we've known | | | | Report on all of these and USE the information to |
| about and should have been implementing and | | | | create changes that will improve processes and |
| perfecting all along. Only problem is, reality got in | | | | performance. |
| the way. The reality we are now faced with is | | | | Value |
| that our Directors, VP's and CEO's are demanding | | | | To support your service levels, make sure you |
| a reduction in cost. You are wondering how you | | | | document all standard operating procedures and |
| are going to maintain enough staff to answer the | | | | perform trend analysis regularly. The only way to |
| calls coming in, and not have every customer | | | | monitor cost is to know value. You're going to |
| complain to you. | | | | want to communicate the VALUE of your call |
| It's a tough one, I know. Like so many industries, | | | | center to your management team. How do you |
| ours is hit hard by the downturn in the economy. | | | | do that? |
| Our industry, that of helping customers, selling or | | | | ROI = Value - Cost |
| up-selling, and providing needed support, is | | | | Know the cost of your call center, specifically the |
| experiencing rapid downsizing. Historically, our | | | | cost per call. That's all of your overhead: salaries, |
| customer care, customer service, and tech | | | | equipment, software licensing, phones, computers, |
| support departments are the "sink hole" for funds | | | | facilities (rent), everything. Divide that by your call |
| within the organization. It is the first and last place | | | | volume. That is you Cost Per Call. |
| executive management looks to cut costs. | | | | You need to know that so that you can |
| We are not surprised. This is the business we are | | | | communicate what impact your improvements |
| in: the business of people. Few would call it stable. | | | | are having. If you put into place a Self Help |
| For years, we have enjoyed growth, even with | | | | system for your customers, and that eliminates |
| the ups and downs. But now, more businesses | | | | 100 calls per week, and your cost per call is $25, |
| are just seeing the downs. | | | | you just saved your company $2500 per week. |
| As managers and business leaders left behind, we | | | | Drive volume down and quality up. Attach value |
| are now asked to take our call centers to a | | | | to an improvement in quality. Does a great call |
| whole new level. To do even more with even less! | | | | save another call back from that customer? Does |
| And, by the way, make sure the customers stay | | | | it mean a saved customer that will buy again? If |
| happy. | | | | so, what is the average order, what is the value |
| So, here's the rub: get busy doing all those things | | | | of that saved customer? |
| you've read about. If you were to take a call | | | | Get yourself up to speed and become an expert |
| center management training or certification class, | | | | in: |
| you'd learn everything you need to know. One | | | | Managing Call Center Employees |
| problem though, are they going to let you | | | | How Adults Learn, Training |
| expense $1000-$2000 for it? Nope. | | | | Managing Conflict |
| Here's an outline of some of the basics - | | | | Change Management |
| unfortunately putting all of them in an article would | | | | Your Influence |
| be to much for both of us. For more information | | | | And most importantly, make sure you are |
| at a price management can swallow, get yourself | | | | staffed correctly. Use a staffing model to ensure |
| a good book. | | | | there is no waste (downtime). Don't out perform |
| Lay a Foundation | | | | your SLA's too much. If you can come down on |
| Every call center, like any business, needs its own | | | | performance to save the company some money |
| set of standards and policies that are backed up | | | | - do it. |
| by a mission. Write your call center a mission | | | | Lastly - be sure to communicate your successes! |
| statement that is in line with the company goals. | | | | Study, study, study - and in this economy, you |
| This not only sets the stage for forthcoming | | | | are likely on your own. Companies are not willing |
| changes, but your executive team will love it. | | | | to absorb that cost. All of these cost reduction |
| Next, support that mission statement with | | | | and quality improvement measures are on-going |
| Service Levels that you will publish to your | | | | and won't happen overnight. Go for the low |
| management and customers. You probably have | | | | hanging fruit first, review and communicate |
| them already, but do you have enough of them | | | | results, then go for the next one up. |
| and are you managing to them and publishing your | | | | Assemble your team and attack! |
| results? Be sure to include: service level, average | | | | And don't forget, get yourself a good book about |
| speed of answer, average abandonment rate, | | | | Call Center Management. |
| max hold, customer satisfaction rate, first level | | | | |