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Call Center Statistics |
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Industry Statistics containing recent information on the
following topics:
 | Customer Satisfaction
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| Technology Growth |
| Staffing Issues |
| E-Commerce |
| IVR |
| CRM |
| Cost per Resolved Issue |
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| Selecting a
Workforce Management Software package |
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Questions to ask your supplier to include in the overview
of WFM software and how it will benefit your company? |
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Developing an IVR Design to Produce
Organizational Results |
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Consumers
have expressed dissatisfaction with Interactive Voice Response (IVR)
self-service applications, despite the high penetration of IVR’s and
reliance on this technology. Some industry analysts blame the
techno-challenged consumer for creating this negative environment. But
with the number of cell phones, personal digital assistant (PDA’s) and
personal computers in our community, this excuse is questionable. |
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What is benchmarking and what
does it mean to a contact centre? |
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How
does a contact centre compare results with competitors or against
organizational goals? Depending on the process used by the centre,
results can vary greatly. Because of these unknowns, most centres turn to
some kind of benchmarking process. It is easier to compare your results
with other centres within the same industry but do these results reflect
the success within your centre. |
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The Art and Science of Workload Management |
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A core task for a contact centre’s
operational group is to meet workload requirements within service
standards. The process of determining workload and resource requirements
to complete these activities requires a structured process that uses both
tracking and analytical tools. Once all this information is gathered and
verified for accuracy, the next step is to determine the impact created by
a variance to the assumptions used. |
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Using the Call
Management Process of Load Balancing |
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A mega centre environment can be
created by pooling resources from multiple sites into a virtual centre.
This process of call management is called load balancing. The goal of load
balancing is to create productivity gains that are inherited in larger
centres with cost controls and flexibility that are found in smaller
centres. This strategy provides for call centres to plan for combined
workload while utilizing multiple resource pools. A multiple centre
business model provides business contingency, local presence and a larger
talent pool to recruit from. |
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For more
information on how Advanced Contact Centre Solutions can assist your
call centre please contact Louie Gazzola at 604.765.2276 or email
louie.gazzola@accs-consulting.com
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