Best Practices in Call Center Technology

Contact CenterSeptember 1, 2014

Call Center Best Practices: Part 4
Call Center Technology Cheat Sheet

By Jeff Rumburg
Managing Partner

In part four of MetricNet's cheat-sheet series, we've identified some of the more common best practices in Call Center Technology. Best demonstrated practices include technology hierarchy, strategic alignment of technology, vendor management, call management customer tools and knowledge management. Cause-and-effect relationships are then measured by influence on KPIs such as cost per call, customer satisfaction, agent utilization, first call resolution, call quality, handle time, agent turnover and business effectiveness. Let's take a look at five best practices in call center technology in more detail.

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1. Technology Hierarchy - Technology enhances the speed and quality of each transaction. It supplements people and process, but does not replace them. This best practice has a strong influence on handle time, a minor influence on cost per call, customer sat, first call resolution and call quality. It has little to no influence agent utilization, agent turnover and business effectiveness. 2. Strategic Alignment of Technology - Call center technology is consistent with, and supports the strategies of the call center and the enterprise overall. This best practice has a minor influence on cost per call, customer satisfaction, call quality and business effectiveness. It has little to no influence on agent utilization, first call resolution, handle time and agent turnover. 3. Vendor Management - Vendors are actively managed to ensure the adoption of appropriate technology, and good value in technology purchases. The buyer drives the vendor relationship. Vendor Management has a minor influence on cost per call and little to no influence on any other affected KPI. 4. Call Management Customer Tools - The call center and its agents have access to real-time tools that optimize call flow management, call logging and tracking to achieve resolution. This best practice strongly influences first call resolution, call quality and handle time. It has a minor influence on customer satisfaction and business effectiveness and little to no influence on cost per call, agent utilization and agent turnover. 5. Knowledge Management - Knowledge capture and customer history are used to enhance the value of each customer interaction. This best practice has a strong influence on customer satisfaction and business effectiveness. It has a minor influence on first call resolution, call quality and handle time and little to no influence on cost per call, agent utilization and agent turnover. Please click here for the rest of our Call Center Best Practices cheat sheet series. Call Center Best Practices Technology Cheat Sheet

Call Center Best Practices Technology Cheat Sheet

If the cell is dark blue, it means that there is a strong cause and effect relationship between the KPI and the best practice. White cells indicate little to no cause-and-effect relationship and light blue indicates a minor influence.

Best Practices in Call Center Technology

Call Center Best Practices: Part 4Call Center Technology Cheat Sheet

Call Center Best Practices: Part 4
Call Center Technology Cheat Sheet