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This week's Hot Topic
checklist is based on facts and
guidelines found in Centerserve's 'Planning and
Design
eToolkit' and the report '2010 Benchmarks in Call
Center Operations'. They are
Centerserve's most sought-after products! The easy-to-use and practical
Contact Center Model found in the 'Call
Center Planning and
Design eToolkit' is considered the eToolkit's backbone.
Also included in the eToolkit is a comprehensive
Planning Roadmap and
Master Planning Guide.
For more on both the 'Call Center Planning and Design
eToolkit' and
the '2010 Benchmarks in Call Center Operations'
report, see the "Don't Reinvent the Wheel" section below. |
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Centerserve's Contact Center Model
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Call Center Planning,
Design and Strategy
Hot Topic Checklist |
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Four viewpoints to consider in your strategic plan: the
customer, your agents, the call center managers and the
organization. Each
viewpoint will have it's own concerns and questions.
Be sure to consider each viewpoint when
designing or redesigning a best -in-class call
center. |
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Establishing goals and
assessing performance is an ongoing process
that defines how well the center is doing over time.
Exactly what gets measured varies from center to center.
It's based primarily on those big-picture objectives
that you identified in the strategic plan. |
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A well-written job description
allows you to attract the right candidates. An
ideal job description should contain: an organizational
overview and job context, description of the position,
relationships, skills and level. |
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Strategic hiring for
best-in-class agents. According to
Centerserve's 2010 Benchmarks in Call Center Operations
report, 24.6% of study participants conduct
pre-employment screening for customer service aptitude.
"Phone skills" accounted for 19.6% of participants'
pre-employment screening procedure. |
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The best contact centers
are viewed as sources of knowledgeable staff for the
entire organization. How to do that? Ongoing
performance management! The
benefits are numerous:
more skills and knowledgeable staff,
promotable staff, external turnover reduction, better
performance and productivity. |
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To be effective, workforce
management is an ongoing process which
requires monitoring and adjusting to the dynamic
customer demand patterns and agent availability. |
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Establishing your specific
staffing requirements is based on identifying
contact types and understanding the variability of
contact arrival in your center. Erlang tables, in
conjunction with your projections of contact volumes,
will allow you to establish your specific needs.
Centerserve's Planning and Design eToolkit offers 11
steps to determining your staff level.
One key step is: consider past
performance while considering performance goals. |
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There are five steps involved in
developing productivity and performance reports:
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- Define goals and requirements
- Generate reports
- Communicate results
- Analyze data
- Make improvements
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