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Nowhere is the measurement of staff efficiency and effectiveness more in demand than in the contact center environment. Call Center Performance Management has been the Holy Grail for many contact center managers for a very long time. Over that past 10 years, much of the effort in improving contact center productivity has centered on call delivery infrastructure (switches, ACDs, predictive dialers and CTI interfaces). It’s fair to say that in most contact centers today, calls are being delivered to agents about as efficiently as they can be. Fortunately, call delivery efficiency is only a small part of the equation that can turn an average contact center into a super-producing contact center. The next wave of Call Center Performance Management will not come from hardware – it will come from “peopleware.”
Real time Call Center Performance Management software solutions are vital for improving contact center metrics related to sales and service – primary missions of a contact center – with respect to maximum cost containment. This remains a top priority for the majority of today’s contact centers, since their costs are dominated by employee expenses, in fact, 70 – 80 percent of all costs are “people costs.” Contact center agents and their supervisors are by far the most important resource within the contact center. As the beneficiary of all those call delivery infrastructure improvements, agents and supervisors are the so-called peopleware within the center. They are the voice of the enterprise and the frontline corporate representatives that interact with the company’s most important constituent – the customer. And your employees are the single best place to look for the next wave of contact center performance optimization. With agents accounting for roughly two-thirds of the contact center’s operating costs, even modest improvements in agent productivity yield enormous returns. For example, a five-percent improvement in dollars collected for a 500-seat collections center where the average agent is collecting $26,000 per month results in an improvement of $7.8 million in annual dollars collected!
Call Catch’s Call Ware solutions allow agents and managers to view real time performance information, which can actually trigger specific events. Two primary actions that are triggered are eLearning events and messages. An integrated, real time analytics and eLearning solution allows contact center managers to trigger automated coaching tips, courseware and training flashes for agents based on the performance information being made available in real time.
Call Catch’s advance Call Center Performance Management solutions can collect and present real time and historical performance information to agents, managers and executives within the contact center environment. Key performance indicators, quality scores, scheduling information and service level indicators can be distributed to contact center personnel using desktop dashboards, Web-based consolidated reporting and TV monitor display systems. True performance optimization can be achieved by implementing Call Catch’s integrated real time Activ! eLearning agent training and Coaching solution. Activ! eLearning hand-in-hand with Call Catch COMPLY™ to automatically intervene when agents are under-performing by delivering eLearning content in the form of courses, coaching tips, quizzes, training flashes, pre-shift announcements and bulletins. The means to trigger training based on agent performance provides an unprecedented level of coaching automation. |
