Study overview

Study objective

Demographic highlights

Call center operations model

Workforce management

Workforce management challenges

Improving adherence level

Real-time adherence

Shrinkage

Steps to reduce absenteeism

Setting scheduling priority

Schedule changes

Employee types

Forecasting

Forecasting accuracy

Forecasting regularity

Quality monitoring

Monitoring methods

Who monitors calls

Type of scale for monitoring

Categories used to evaluate CSRs when monitoring calls

Quality monitoring scorecard

Sample CSR quality monitoring scorecard – phone contact

Sample CSR quality monitoring scorecard – email contact

Number of contacts monitored

Uses for quality monitoring results

Methods for providing feedback

Who provides feedback

Timing of feedback

Steps to improve feedback process

Future quality monitoring changes

Process improvement

Process improvement program

Keys to process improvement

Process improvement challenges

Process improvement resources

Outsourcing

Call outsourcing

Reasons for outsourcing

Outsourced location

Types of contacts outsourced

Percent of contacts outsourced

Criteria for outsourcing partners

Other outsourced functions

Lessons learned from outsourcing

Future outsourcing plans

Demographics

Number of sites

Number of employees

Hours of operation

Contact volume

Volume change

Single or multi-site