In the two previous blogs in this series, we explored useful methods for contact centres to limit queue times and decrease call abandonment rates. In this final blog we consider the measurement of success, continual improvement and effective resource management.
Continually monitor success
Implementation is only part of the journey, but examining the direct and secondary impact that any of these best practice tips (adopted from blog part 1 and part 2) have had on improving your team productivity and customer service, is just as important. You need to ensure that the new measures are delivering the projected goals.
Careful monitoring allows you to refine and tweak your implementation, such as offering call backs when queue times are above a specific time length or during the busiest hours of the working week; by doing this you can gain the best results possible. Customer service management is a journey of continual improvement as you respond to changing customer expectations and needs.
Analysis of the reporting
In-depth analysis of call back data and how it reduces the call abandonment rate provides you with relevant and timely feedback and highlights areas of success or improvement.
For example, if offering call backs during the busiest hours reduced your call abandonment rates by 50%, then this is very likely to directly affect repeat sales and customer retention. This can then be used to determine the positive impact such as increased sales order values and gains in customer retention rates.
Effective resource management
This data is valuable to your resource planners as it highlights previously unknown demand and enables them to plan for the most effective use of your resources. The synergy from workforce management and call back technology provides you with visibility and control to match demand and in particular manage unexpected peaks.
Optimising shifts and breaks when combined with call back technology answering capacity results in improved service levels and provides reassuringly consistent customer service. Benefits include improved SLAs and reduced average time to answer – read more.
Teams that are not over stretched to deliver against peak demand have improved morale, as agent occupancy is perceived to be fair.
Management information to promote the business case
Investment for projects need a business case and can be a positive factor when you are able to use this information to share the return on investment success with senior members of your contact centre team. Our clients typically report reduced call abandonment rates and higher customer satisfaction.
Presented with clear facts, revenue and other key performance indicator outcomes, you will be able to secure management approval for the continued deployment of call backs to improve the customer experience, while it ensures the most effective use of your resources.
Users have reported that implementing some or all of the tips produced the following positive outcomes, all of which resulted in improved customer satisfaction and revenues: