Call Center Operations and Schedule Adherence
September 19, 2007 · Print This Article
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First off let me apologize for not paying enough attention to this site!
But I have good news for you. I just took on a new assignment for a major company and they want me to focus on improving their call center operations. This assignment is somewhat indefinite based on delivery of marked improvement. I love these assignments.
So over the next several months you have a front seat to a true case study.
I'll share the troubles and the solutions, however I won't name names but instead focus on the areas of opportunities and how we go about fixing them. I think this will be very interesting to be a part of.
I started on Monday and have spent the last three days observing the dynamics and functions. I'm asking a lot of questions and probably annoying many of the call center employees. LOL
The leadership team at the call center has asked me to focus on schedule adherence, specifically putting together an exception process. If you have examples of systems that work, make sure you leave a comment explaining your system, of course you can leave a link to your website if you like!)
The workforce group and the customer service group report to two separate groups, each focused on their perticular goals. These goals don't appear to be aligned but I'm hoping that after further discussion and investigation they are closer to each other than everybody really thinks.
I've spent the majority of my time for the past three days in the command center to get an idea of the functions and challenge the team has there. Based on the feedback from the analyst, they believe the floor leadership team does not cae about Service level and schedule adherence. That is only their perspective.
Tomorrow and Friday I am going to spend time with both the supervisors and managers in charge of running the call floor to get their perspective.
As with any corporate environment, there are politics to deal with so I am paying close attention to this and make sure that I follow the proper protocols to ensure that I do not ruffle any feathers or agitate anybody unnecessarily.
Make sure you subscribe to this feed , so you can get the automatic updates when I post the next update (which btw will be tomorrow.
Talk soon
Mr. Call Center
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