Disasters happen. That’s why there are Disaster Recovery plans. At GCS, we have Disaster Recovery, but we first take the approach of Disaster Avoidance. By understanding why disasters happen, you can build process and systems to prevent them from ever having an impact on your center performance.
Setting up a call center or reconfiguring an existing call center can be as simple as installing phone systems and cubicles in whatever configuration fits in your space, but that won’t get your company the results it wants. The only way you can make your contact center successful is to set it up from a process AND design standpoint. The thing is, call centers are all about the people that work IN them. Ideally, you need a facility that is as functional as it is pleasant. A well-designed call center will inspire your agents to do their best work and help them get there with the right technology and functionality. It also needs to be a place where they feel safe. And it needs to be clean. Of course, all of that is easier said than done. In this article, we will highlight some of our best practices, so you can understand how GCS designs call center process and flow for success. Let’s get started.
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Improving contingent workforce performance in your call center can be a challenge. These workers are not like your regular staff. They were hired on a temporary basis, usually by an outside staffing company or outsourcer, to complete a specific project. Contingent workers are often paid differently and receive less training than your full time workforce. They may even have different performance standards. All of these factors can make managing this personnel a contingent workforce difficult, but it doesn’t have to be. While comparing a contingent workers to regular staff is often like apples to oranges – there are things you can do to manage both groups efficiently. The following workforce management techniques will help you improve contingent workforce performance.
Call center workforce management is a helpful tool for scheduling and supervision. Thanks to the nature of the business and technology in general, call center managers have an unprecedented amount of information about their agents’ activities and the call volume they receive. This information can give them an opportunity to truly excel, but only if they are paying attention to the data.
The American Teleservices Association, is a non-profit trade organization dedicated exclusively to helping with the advancement of companies who utilize contact centers as an integral channel of operations. Recently they have adopted a new name, more reflective of the service its members provide.