Best Practices in Call Handling Processes
Call Center Best Practices: Part 3 Call Handling Processes Cheat Sheet
By Jeff Rumburg Managing Partner
In part three of MetricNet's cheat-sheet series, we've identified some of the more common best practices in Call Handling Processes. Best demonstrated practices include standardization, call volume management, measurement management, continuous improvement and customer-centricity. 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 handling processes in more detail.Download This Article Forward To A Friend
1. Standardization - Call handling processes are repeatable and standardized, while still allowing for agent judgment and experience. This best practice has a strong influence on call quality and handle time. It has a minor influence on cost per call, customer satisfaction, first call resolution and business effectiveness and little to no influence on agent utilization or agent turnover.
2. Call Volume Management - Call handling strategies, such as call reduction through “Load Shedding,” call “Channeling,” forecasting and aggressive staffing strategies are utilized to predict and proactively handle the variance in call volumes. This best practices has a minor influence on customer satisfaction and agent utilization and little to no influence on the other affected KPIs.
3. Measurement Management - Call centers must aggressively pursue and identify meaningful performance indicators, measure and report against them and analyze the results for significant trend analysis. This best practice has a minor influence on cost per call, customer satisfaction, call quality, handle time and business effectiveness. It has little to no impact on agent utilization, first call resolution and agent turnover.
4. Continuous Improvement - Call center has a true culture of excellence through continuous improvement in the delivery of customer services. Continuous improvement influences all but one (agent turnover) of the affected KPIs!
5. Customer Centricity - Improved customer satisfaction, accessibility and usability are the primary design drivers in the call center. Customer-Centricity strongly influences customer satisfaction, first call resolution and call quality. It has little to no influence on the other affected KPIs.
Please join us next month for Best Practices in Call Center Technology.
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.
Download This Article Forward To A Friend
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.
Download This Article Forward To A Friend