Workforce Management Software Hints, Tips & Best Practices
Among the many interesting experiences we had at Call Center Week was discussing the topics that were foremost on the minds of attendees. During the course of the week we spoke with hundreds of contact center professionals, and these were the subjects that seemed to pop up most frequently.
As one of the keys to improving the customer experience is improving the agent experience, there was much talk about how to support agents in the difficult job they have to do. The most oft-proposed solution was giving them the technology they need to prosper.
Multi-Channel Customer Service
The Internet has acclimated customers to getting the information they want when they want it, whether that’s a Sunday afternoon or at 2 in the morning. They also prefer other options besides picking up the phone (though that one remains the most popular and is likely to remain so for the foreseeable future). Companies that do not yet provide multi-channel (and mobile friendly) support are falling behind the curve.
The Customization of Cloud-Based Technologies
So if agent experience and multi-channel support are important, what is the best way to meet these challenges? Much of the talk at Call Center Week focused on how the industry is migrating toward cloud-based technologies, and how they provide more customization and more scalability at a lower cost than traditional solutions. Contact centers are recognizing that one-size-fits-all products are often insufficient, especially in an era when it’s easy to find technology to match their specific needs.
As a pioneer of cloud-based contact center technology, Monet was busy all week answering questions and providing demos of our products. If your call center is considering stepping up to the cloud, we look forward to showing you the time-saving, cost-saving differences that these solutions can make in your business.
If your contact center is located in an area where the next nearest contact center is 50 miles or more away, consider yourself lucky. Chances are you are getting first pick at the local workforce and can be more selective about which candidates to hire to serve your customers.
However, if your call center is In Tampa, Florida, Phoenix, Arizona, Greensboro, North Carolina, Las Vegas, Nevada or one of the other cities where the saturation rate for this type of business is high, the search for qualified labor can be more daunting. Here, the agent is picking you as much as you are selecting the agent, and you may find yourself in a constant competition to recruit and retain the best candidates.
Each high-saturation market presents its own unique challenges. Las Vegas, for instance, still has a particularly large transient population. For contact centers, that might raise a red flag on candidates that have only lived in the city for less than one year. It can be frustrating to devote the time and effort necessary to develop and train a new agent, only to have that agent move out of state a few months later.
However, regardless of the market there are a few initiatives that can be taken to improve the likelihood of attracting talented agents in competitive environments.
A Desirable Place to Work
While specific policies and procedures may vary, the basic function of a contact center agent will be much the same wherever that agent works. So anything that can be done to improve the workplace look, its hospitality and its overall “vibe” might become a deciding factor in where that agent chooses to work.
For some businesses this could be as simple as a bright, welcoming atmosphere. Or it may be the offering of extra conveniences and perks, such as a child-friendly or pet-friendly workplace.
This is obvious. A competitive wage package is essential in cities where similar opportunities are plentiful.
Word of Mouth
Sometimes the best recruitment tools a contact center has are the agents that already work there. Make them a part of your recruitment process.
Veteran agents in particular will appreciate being able to ask the types of questions that only another agent can answer. They’ll want to know whether agent input is valued, or if an assembly line attitude pervades. Has a script or policy ever changed because of an agent’s suggestion? Are outstanding performances rewarded? Does the occasional mishandled call prompt an angry outburst, or a coaching moment?
Opportunity for Advancement
Some people seek a job. Others seek a career. Those that fall in the latter category are typically more serious about their work and are looking for a business that provides an opportunity for growth and advancement. Is it possible at your contact center for an agent to progress from agent to coach to operations manager to site director? This comprises not just the possibility of such advancement, but also the creation of training programs and initiatives that encourage such transitions.
Since contact centers are among the workplaces that now allow employees to work from home, it may not even be necessary to recruit exclusively from the local community. Call recording and workforce management (WFM) software provides agents with the same technological capabilities they would have at an office. This is particularly true when hosted call recording and WFM are accessed through cloud computing.
But is it a good idea to allow agents to work remotely? Often, the comforts of home can make an agent more content in his or her work, and more motivated to maintain their employment by working hard and meeting the company’s needs. And depending on the home environment, there may be fewer distractions there than there would be at a busy contact center.
Agents who work from home avoid the two-way commute every day, which saves money on gas. Parents can also save on daycare for their children and the need to maintain a ‘professional’ wardrobe for the office. The arrangement is more economical for the company as well, as it does not have to provide a workstation on its premises.
In addition, an agent may feel more confident in knowing that he or she is trusted enough to work from home without a manager looking over their shoulder throughout the day.
That said, not every agent will prosper in a telecommuting position. It takes self-motivation to work from home, and employees who lack this discipline may be distracted in a home environment, and their job performance will suffer.
Agents may also miss out on the motivation that comes from the fervent pace in a competitive contact center, where agents and teams strive for more first call resolutions and shorter call times in friendly competition. While it’s certainly possible to compare notes via email, it’s not the same as when agents are working side by side. Work-from-home agents also miss out on some of the camaraderie and support they receive from fellow employees and managers.
Any city that is home to a significant number of contact centers may be challenged by employee attrition rates and an escalation of wages – another $1 an hour somewhere else is reason enough for some agents to move on. But there are measures that can be taken to reduce attrition while attracting the agents with the greatest potential for future success.
Some resignations are easier to accept than others. When it’s the agent who always takes the last donut just before you can get to the refrigerator, you can live with that. When it’s one of your top-performing veteran agents, it’s a much bigger cause for concern.
Unfortunately, sometimes it seems like the under-performers are always there, while the superstars are always looking for a way out. If you’re faced with that type of situation, here are two reasons for why it may be happening, and how you may be able to keep your most valued employees.
1. Good Agents Have Other Options
The agent that can turn angry callers into satisfied ones and upsell a $10 order into a $50 purchase can get a job at almost any contact center – including those that pay more than you do. If you want to keep them, make sure they know their achievements have been noticed, and reward them accordingly. Better still, put them on a management track if they have the qualifications, and give them more responsibilities (with commensurate compensation). You can start by having them train new agents on the techniques that have made them successful.
Talking to different customers with different problems for hours on end is a tough job. You can’t change the callers, but you can perhaps change the contact center environment to one that is more supportive, where you build stronger relationships between managers and agents, and do what is necessary to keep agents happy in an often challenging occupation. Listen to them, even if they just need to vent for five minutes.
An added benefit to these measures is how it tends to attract even more quality agents, who will take note of the positive workplace vibe from their first visit, and perhaps even hear from your current agents about your center being a great place to work. But if it isn’t, they’ll probably hear that, too.
We can’t speak for all of the 2,500 attendees at Call Center Week, but the Monet team had a terrific time.
Throughout the five-day event, the Monet Software booth was among the busiest on the Mirage Resort convention floor. Yes, the popcorn we were serving was an effective enticement, but even those who weren’t in the mood for a snack stuck around to chat about the challenges at their contact centers, and to get acquainted with the workforce management, workforce optimization, quality monitoring and speech analytics solutions available from Monet Software.
We spoke to reps from about 100 companies and provided a number of demos – if you were one of those we met, we thank you again for your interest, and have likely already followed up to find out more about your business and technology needs.
Temperatures in Vegas topped 105º most of the week, but inside the Call Center Week attendees kept cool by checking out a wide range of seminars, speeches and products on display.
We had an amazing time. It was a great conference and we really enjoyed meeting so many contact center professionals – both current customers who told us how Monet has helped their businesses, and new customers as well. We are already looking forward to next year.
How efficiently does information flow through your contact center?
If you have Monet WFM, the answer should be a positive one. But if your technology is not serving your agents, or if your agents are not as up to speed as the software systems they use, the results will be detrimental to customer service.
Every time a procedural change is made, or a product is added, or a new promotion is taking place, it adds a document to the system that agents must be able to retrieve quickly. Eventually the locations of this data will be committed to memory, but in the meantime customers are either forced to wait or (even worse) are put on hold.
If the number of additions continues to increase, even the best agents may find they are buried under reams of virtual paperwork found on various help systems and related sites. That cuts into average handle time and results in impatient customers.
What is the solution? A review of the various touch points of information flow may reveal opportunities to expedite retrieval and eliminate frustrating logjams. There may be a more logical way to organize information so it can be found more rapidly.
Any possibility of shaving a few seconds off a single call is one that cannot be overlooked.
“The extensive reporting capabilities, graphs and charts presented senior managers with the tools they needed to make staffing decisions. We are satisfied with Monet Software and feel that the application has met our requirements.”
Oscar Gutierrez, Contact Center Analyst, Bayview Loan Servicing
Bayview Loan Servicing, an investment management firm focused on all areas of mortgage credit, including mortgage servicing rights were scheduled manually using spreadsheets.
Artificial Intelligence is not yet a reality. And if you saw Avengers: Age of Ultron, you know that may be a good thing.
Sometimes we get the feeling that the machines are taking over. They have already assumed many jobs that used to require people, and complete them more quickly and efficiently. This is true in the contact center as well, and has been since interactive voice response began routing calls to available agents.
But will they ever take over entirely? Will a contact center one day be comprised of a roomful of voice-activated machines taking calls, completing tasks and analyzing the data thereafter?
That this could happen is undeniable; the question is, should it happen? And the answer is no.
Regardless of how sophisticated technology becomes, there should always be a human element in some forms of customer communication. The goal for contact centers will be to find the right workforce optimization balance between sophisticated technology and professionally trained agents.
Anyone who has ever become trapped in a conversation with a virtual call recipient and their menu of pre-recorded options (press 1 if you are calling to place an order, press 2 if you would like to return a product, etc.) soon realizes that their business could be conducted more efficiently with a human being at the other end of the line.
And while there are now younger adults who have never known a world without smartphones, ATMs and self check-outs at the grocery store, some tasks simply cannot be handled by an automated response. This is especially true if a customer is angry or disappointed – when that happens you want someone who will listen to the problem, empathize with your situation, apologize for your inconvenience and try to provide a solution.
No matter how intriguing the idea of artificial intelligence (AI) agents may be, contact center technology that is not supported by living, breathing agents can never provide the same positive customer experience.
Everyone looks forward to a 3-day weekend – with the exception of those who have to work one or all of those days, and those that have to make sure resources are allocated at a contact center to meet consumer demand.
As Memorial Day weekend approaches, here are some of the ways that workforce management can help contact center managers anticipate and optimize for the three-day holiday.
- Gathering Data – historical reports from the ACD provide the best indicators of what to expect. Go back at least two years and analyze call volume and other important KPIs.
- Remove Variances – a holiday is a variance in itself so that will obviously be taken into account, but watch for other issues that might be responsible for lower or higher numbers.
- Follow the Pattern – what specifically happened last Memorial Day weekend? Perhaps call volume dropped on Friday, was almost nonexistent Sunday but picked up again on Monday. Will that pattern remain consistent? Or is there some reason it might change?
- Check with Marketing – Has the company announced a new Memorial Day sale or promotion? How will that factor into call volume?
Once you have this information, it will be much easier to calculate staff requirements to meet service goals.
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Many companies have discovered the advantages of virtual call centers, such as the cost reductions derived from agents working from home, and a more flexible scalability than what can be imposed at a brick and mortar contact center.
It’s an arrangement that is also preferable for many agents. They eliminate the time and fuel costs associated with driving to and from the contact center, and it allows parents of small children to be closer to their families. There is also something to be said for the trust shown in agents that work remotely, which is appreciated and often inspires greater confidence and performance.
Forecasting, Scheduling and Telecommuting
The evolution of cloud software has accelerated the work-from-home trend, as it provides the same service capabilities to an agent’s home computer as can be accessed at the call center.
No installation is required, data sharing remains secure, and managers enjoy even more flexibility in the forecasting and scheduling process. Forecast simulations can be run in the same way as with an office-based workforce, and scheduling will be easier because of greater agent availability.
Now it’s easier to always meet optimal service levels, as managers can create a pool of back-up telecommuting agents for times of increased call volume, peak calling seasons such as holidays, or for when there are just too many unexpected absences.
Best of all, with an automated, cloud-based workforce management solution, managers receive the same detailed reports and real-time information on employee performance, agent activities, shift assignments, schedule adherence and other data, regardless of whether the agent is working from home or elsewhere.
Managers used to a more traditional contact center environment make require some adjustment, but the benefits of cloud-based WFM, and the positive reception of agents who would prefer to work from home (and now may stay with the company longer) should ease the transition.
Any system that assures service levels are being met while costs are being reduced is certainly worth a try.
Forecast & Scheduling Best Practices
What is the biggest challenge faced by every contact center, regardless of size or type?
The answer is one you may already know: It’s the challenge of delivering great customer service at the lowest possible cost. The question that is more difficult to answer is – what is the best way to do it?
It starts with information – having the data your agents need, when they need it.
Specifically, this means real-time insights delivered via dashboards and reports on KPIs, as well as alerts that allow managers to adjust forecasts and schedules as needed when the unexpected occurs. It means running scenarios to prepare for various contingencies, and changing breaks to meet the demands of call volume.
It also means being able to record and score calls so agents receive the coaching and training they need to deliver outstanding customer service.
With the capabilities provide by this data, the contact center manager has the actionable insights necessary to be proactive in decision-making, and that means every shift of every day will be prepared to deliver the kind of customer service that keeps customers loyal and happy. And when the contact center is running at peak efficiency, that reduces costs as well.
Even greater cost savings can be achieved when contact center technology is provided through the cloud as a subscription service, which eliminates the need to invest in additional hardware and software. In this model, call centers pay only for the time and capacity that they need. For a smaller call center, this means the ability to significantly lower upfront costs, while maintaining the option of scaling up as needed.
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You may have seen the news earlier this month: AT&T Inc. has agreed to pay a $25 million settlement following the discovery of a data breach at their call centers in Mexico, Colombia and the Philippines. It happened because employees at these call centers accepted illegal payments to share the private information of the company’s customers. About 280,000 people were affected.
This case raises awareness that contact centers play a central part in dealing with customers in case of a cyberattack. They are the first point of human contact. Everyone can remember the large scale attacks that hit Target stores in 2015 or the Sony PlayStation Network in 2011. Millions users were affected, millions of credit card numbers leaked. This is a stressful situation for the customers and it can affect the company’s reputation dramatically.
Just like any other businesses, call centers have to be prepared and proactive to deal with the aftermath of a cyberattack targeting the company.
It becomes essential that shrinkage is taken into account, in order to handle an unexpected spike of calls, agents are trained, available, and scripts with an emergency procedure are ready.
How should you prepare your contact center?
Most companies devote just 2-4% of their IT budget to security and disaster recovery planning. And yet, the actions taken before a cyber attack are as significant, if not more so, than actions taken after the worst has become reality.
Some companies specialize in disaster preparation. They can help implement a strategy to fit a contact center’s needs, likely threats and budget. Many of these companies may begin with a business impact analysis, to assess the potential loss (whether financial, technical or in human resources) from a cyber attack.
It’s also a good idea to put together an issue response team ahead of time, so you will have the right people in place if an attack should occur.
What to Do After?
A cyber attack is not the same as other unforeseen activities that could not be anticipated with forecasting and scheduling. This is a situation where customers are directly and negatively affected by what has occurred, and may even incur financial loss as a result. Some will be angry. Some will be frightened. And most of them will be calling you as soon as the news of the attack is made public.
Because data breaches are now, unfortunately, an ongoing threat in 21st century business, most customers will understand that these incidents are not always avoidable. That means it’s no longer an automatic deal-breaker for that business relationship – but a lot will depend on how the company responds. For the contact center, that means focusing on 4 words: Communicate, Respond, Explain, and Apologize.
Let customers know as soon as possible that an attack has occurred. Don’t wait for them to call you. This will be the first step in rebuilding any trust that has been lost. The faster they are aware of what has happened, the faster they can contact their bank or credit card company and take steps to protect themselves. The companies that lose the most customers from a cyber attack are those that wait weeks (or even months) before going public.
Customers will have questions. Have your best agents in place – those that have shown via quality reviews and coaching that they know how to remain calm when speaking with someone who is upset. Make sure these agents have the answers ready to the questions that are always asked following an attack (“What happened?” “How will this affect me?” “Do I need to call my bank?”).
Cyber attacks are highly technical in execution, but customers will not be interested in explanations that they cannot understand. Agents should be able to explain in plain English what has happened, why it happened, and what steps the company is taking to control the damage, and make sure the customer is inconvenienced as little as possible. Also, tell them what steps are now being taken to make sure their information will be safer in the future.
This is where agent training should begin when preparing for the aftermath of an attack. The apology should happen near the beginning of the call, and again at the end. It will go a long way toward maintaining a customer’s confidence.
Bonus Step: Stay in Touch
Customers will expect a company to be reluctant to talk about a cyber attack, so they will appreciate if the company takes the initiative in keeping customers apprised of what is happening. Whether it’s a phone call from the contact center updating them on the situation, or an apology email from the company CEO, or some other means of following up, it demonstrates ongoing concern for the customer’s welfare and interest in keeping their business.
With cyber attacks in the news almost every week, companies can no longer assume they will be the exception and never have to worry about the fallout from such a damaging incident. However, few companies have devoted sufficient time to advance preparation, and a recent Ponemon study found that companies were also not prepared to communicate with customers following a data breach; in fact, of more than 470 surveyed, just 21% had a trained communications team in place.
For contact centers, where communication is the first and most important skill considered for agent hires, that percentage will not do. This is the moment when agents should be called upon to use their skills to address customer concerns and restore confidence and loyalty.
Ponemon study referenced in article: http://www.corpcounsel.com/id=1202598001685?slreturn=20150320141052
Different call centers have different busy seasons.
For those connected with our annual income tax obligation, this is the month that requires more advance preparation, agent training and full staffing. The New York State Department of Taxation and Finance typically handles about 1 million calls every April.
If your contact center is one designed to help businesses and consumers answer IRS or state tax-related questions, how did you do? If your agents now look like they have been through a 15-round fight, and your callers had to wait longer than you would prefer to speak to an agent, it’s never too early to start preparing to do better next year.
That process starts by studying this month’s figures. That will help you better anticipate what traffic will be like in April of 2016, not just in call volume but in how many chose to seek help through other channels (chat, email, etc.). With a sound forecast in place you’ll be better prepared to allocate resources and personnel to the shifts and the areas where they will be needed most.
Do you have a workforce management solution in place that can route a specific type of call to the agent best qualified to take it? Do you have qualified temp agents on stand-by who will be available on the busiest days? If not, start hiring early and have contact information ready for more agents that you expect to need, as some drop-off should always be anticipated.
Keep in mind also that just because you are busier, it’s no reason to pay less attention to quality control. This is actually a critical time to be monitoring calls, emails and chats to compare to the call center’s quality benchmarks. Do not wait until after the season is over to address any issues.
“Is it in the budget?”
Some variation of that question is always asked when any changes to contact center procedures are proposed. And it’s a valid question. Economic realities have forced businesses of all kinds to do more with less, and contact centers are no exception.
But there comes a point when inaction can be more costly than a beneficial investment. And when it comes to the use of spreadsheets vs. workforce management software, that time has come.
Yet many small and midsized contact centers still rely on spreadsheets for daily forecasting and scheduling. Even larger contact centers, those with 100 agents or more, are still making due with an inefficient system that lowers customer service, and can actually increase costs.
When an increase as low as 1% in productivity can significantly impact the contact center budget, it is imperative to identify areas where efficiency can be improved. Ditching spreadsheets should be at the top of that list.
Spending Money to Save Money
The limitations of a spreadsheet result in fixed schedules that can produce higher shrinkage and overstaffing, or understaffing and a low service level. But with WFM it is easier to manage start times, end times and breaks with an ease of flexibility that dramatically improves service levels.
Managers can also consult more detailed and accurate call histories with WFM, resulting in better forecasts. Scheduling is also faster – some managers can save as much as 25% of the time once devoted to filling in spreadsheets – time that can now be used for additional agent training or to attend to other matters.
Is increased efficiency worth the investment? One of our clients, the Texas credit union GECU, found out first-hand. Their call center, staffed by 85 agents, selected Monet’s cloud-based WFM Live as a way to improve customer service. Affordability was a key component in the decision, as WFM Live provides such benefits as reduced IT investment, low implementation service fees and a more cost-effective per-user license model.
Just a few months after implementation, GECU was able to save money by reducing its number of agents by 14, while delivering better customer service. With the more accurate scheduling made possible by WFM Live, there was a 30% reduction in unscheduled breaks. Costly overtime scheduling was reduced, while call volume spikes were managed more easily.
“In terms of ROI, Monet has already paid for itself after a few months. The cost of the 3 year subscription I've already saved in salaries, overtime and administrative costs.”
--Joshua Gomez, GECU Assistant Vice-President, Call Center
Today, the quality and service levels at GECU are solidly placed in the top 97% tier.
The Better Solution for Managers, Agents and Your Customers
A spreadsheet can be used to calculate workforce percentages, but precise forecasting requires more in-depth analysis. And when forecasts are wrong, stressed agents cannot deliver the service level you and your customers expect – or, they’re sitting in their cubicles with nothing to do, and earning money for it.
One of the reasons we hear most often from companies reluctant to change is, “But this is the way we’ve been doing it for 10 years.” Change can indeed be intimidating. What we tell them is they are not really changing the things they do – they are just going to be able to do them more easily and efficiently.
Forecasts rely heavily on historical data – daily, weekly, monthly, seasonal – to determine call volume. Contact center managers may start with monthly and weekly stats, and then delve deeper into daily and hourly numbers, perhaps even examining work periods as short as 15 minutes.
This can be done with spreadsheets, theoretically, but with WFM it is significantly easier to analyze call types, call volume and call patterns, and then to note past variations, determine their cause, and forecast accordingly. With WFM it is also much easier to forecast special days or other events that impact call volume. “Special day” provisions can be created for any factor, from marketing campaigns or events to weather patterns.
Scheduling is yet another area where WFM offers enhanced capabilities. Spreadsheets can handle fixed schedules, but in 2015 how often do contact center schedules stay fixed?
With a WFM system managers have the flexibility to automatically manage start times, end times and break times. Now, agents can work the hours that work best for them, and happier agents are far more likely to excel at customer service. They are also more likely to stay with the company longer, a consideration that should not be minimized considering the average employee turnover rate in this industry.
Intra-day adherence tracking is another significant component of a best practices approach that is practically impossible with just a spreadsheet. WFM also provides insight, through dashboards and real-time alerts, into which agents are meeting their schedule obligations, and which may require additional guidance or training.
The annual budgeting process presents a familiar challenge – cut costs where necessary while maintaining (or improving) the customer experience. Since labor forces rank among the highest cost items, it is essential that they be managed properly. With WFM, a manager can always be confident that he or she is scheduling the right agents with the right skills at the right time.
Those still using spreadsheets for these functions are missing out on the convenience, efficiency, flexibility and functionality of workforce management.
The calculations necessary for optimal forecasts and schedules are very difficult to do with Excel. WFM has sophisticated simulation processes that tell a call center how many people it will need and when it will need them.
“But we can’t afford it.” That might have true ten years ago, but today with cloud-based WFM, even smaller and medium-sized contact centers can reap the benefits of automated workforce management at an affordable cost. A lower investment also means a more rapid return on that investment.
When call volume changes, spreadsheets are insufficient. With WFM, managers can get back to managing people, instead of spending hours on Excel planning forecasts and schedules. To learn more about this, download our whitepaper "The Real Cost of Spreadsheet-based Scheduling".
Is your contact center ready for spring break?
Certainly many of your agents are looking forward to this annual celebration. If that means taking additional time off, managers will need to have a plan in place for potential attrition.
This time of year can also mean increased business in certain industries – travel, hospitality, entertainment – creating the perfect storm at some contact centers of more calls coming in and less agents there to handle them.
How can a business negotiate this impending crisis? A workforce management (WFM) solution is the answer.
When a manager needs to know what type of calls, and call volume, to expect on a certain week or day or even during a particular hour, WFM collects and analyzes historical call data to help predict future workload. That makes it easier to forecast needs and schedule staff accordingly.
This is also a time when the flexible schedule creation made possible by WFM delivers additional benefits. Now you can take foreseen and unforeseen variables and agent exceptions into account, as well as make intra-day changes to both forecasting and scheduling.
With WFM, costly instances of overstaffing and understaffing are reduced, schedule adherence is improved, and more flexible scheduling is possible. If you try to achieve the same results with spreadsheets, you’ll be the one that needs a spring break vacation.
If you see a building going up or being renovated in an office park or commercial area near you, don’t be surprised if it turns out to be a call center.
Enter “contact center jobs” into a news search engine and you’ll see story after story about companies adding positions – 682 in Hamilton, Ohio; 600 in Clearfield, Utah; 750 in Louisville, Kentucky.
Part of this can be attributed to a steadily growing economy, but the trend toward insourcing these jobs from overseas, rather than shipping them out to India and The Philippines, is also significant factor. Today, there are approximately five million Americans employed in contact centers, and many of them are working in positions that were outsourced more than a decade ago.
Why the switch? Labor costs are going up in other parts of the world, so companies aren’t saving as much money; security has also become a concern, considering the uncertainties in data privacy laws outside the United States.
There has also been a renewed appreciation for the central role the contact center plays in customer service, whether that entails order processing, payment processing, market research or addressing customer concerns. Given how contact center agents are on the front line of customer communication, CEOs now acknowledge, maybe this isn’t the best place to cut corners.
But the real issue may be the escalating numbers of complaints from callers, who are tired of speaking to agents that are poorly trained and difficult to understand. Not only are outsourced personnel not trained as thoroughly, they are thousands of miles away from management personnel, who are thus unable to monitor and interact directly with these employees.
Not Just Jobs: Good Jobs
Since businesses originally outsourced to save money, it’s encouraging to see that as these contact center agent jobs come back to the U.S., they are doing so in most cases with a salary that will attract intelligent, capable employees.
S&P Data LLC, which provides contact center solutions to Fortune 500 companies in the United States and Canada, has announced plans to bring 425 new contact service representative jobs to Rio Rancho, NM, with annual salaries averaging $38,000 plus benefits.
This is reflective of one way that call centers have changed since the outsourcing boom – with basic company information accessible through social media and order processing available online, the responsibilities of the contact center agent has changed.
“The types of calls that are coming through to our agents today, regardless of the client, are more complex, and it’s requiring that higher caliber associate,” said
Richardo Layun, director of operations at the Melbourne eBay Enterprise center.
One Success Story: Colorado
Colorado has been in the national news often of late, mostly for its legalization of marijuana and that decision’s impact on the state’s culture and economy. But in La Junta, a city in the southeast part of the state, a less controversial means of economic recovery is underway.
The city converted an old Air Force training facility into a 1,500-acre industrial part that is already home to two call centers: the first employs 180 agents in a 10,200 square foot building. Nearby a 300-seat center is housed inside a 33,750 square foot brick building with ample space for additional departments and meeting facilities. Amenities for both include a restaurant, day care facility and golf course all located within the park itself.
The influx of new business is the result of a community effort that also includes The Colorado Workforce Center, which provides recruitment and training programs, and the local junior college, which offers preparatory classes in computers, software and technology training. The La Junta City Council has shown its support for new business by approving a relocation incentive that allows contact centers to operate for five years rent-free.
Things Have Changed Since We’ve Been Away
That may be the reaction of agents and managers when they realize how the contact center industry has evolved in the years when companies were shifting positions overseas. The technology and use of spreadsheets that was sufficient to stay competitive in the industry has been surpassed by more sophisticated solutions. For these new contact centers, it is important to equip agents with the tools they need to prosper.
That starts with an automated workforce management (WFM) solution, which delivers a means to improve the productivity and cost-efficiency of the contact center by making so many vital tasks easier. These includes running simulations for more accurate forecasting, and scheduling that incorporates all call types and other activities. Exception planning, performance analysis, intra-day management, and other practices are streamlined through the real-time data generated by today’s WFM systems.
An investment in such technology might have been counterproductive, as companies would be reluctant to add a $100,000 equipment investment on top of other development and personnel costs. Even if you are relocating to rent-free La Junta, that’s a lot of money. But with a cloud WFM system, a unified solution can be implemented quickly without a large upfront cost. Instead, users pay only a low monthly subscription fee.
In addition to cost savings, a cloud platform also provides maximum flexibility and scalability, and is more easily deployed even across multiple locations. Since all data is stored “in the cloud,” it can be retrieved at any call center workstation. If you are interested in this topic, please also read the article "5 Reasons Why Contact Center Jobs are Coming Home" that was published by Contact Professional.
While customers now have other options when it comes to interacting with a company, such as email and online chats, surveys show that the majority still picks up the phone when they want to ask a question or place an order.
To take better care of these customers, companies that outsource their contact centers are now shifting their focus to centers within the U.S., which can provide a higher quality of care. But that investment can quickly escalate if a large technology investment is required.
Cloud computing can reduce these costs. In this model, contact centers pay only for the time and capacity that they need.
There are many challenges to success and improvement at the contact center, and one of the most persistent is stagnation. The best contact center managers are never satisfied; they are always in search of ways to improve every aspect of their business.
One factor that should always be part of such discussions is the contact center’s service level goal. Anything that can be done to raise service levels should be explored, though too often this requires additional investment that might not be possible. Still, such considerations should not be a barrier to exploring options.
As always, the process begins by asking the right questions.
• Do you know what your service level costs?
• How would higher or lower service levels impact your costs?
• How would a change impact customer satisfaction?
• How did you decide on your service level goal?
All good questions, but the last one may be the place to start. Was the contact center’s service level defined before you joined the company, and that is the way it has always been? Was it set because the competition is trying to hit the same level? There are times when assumptions take on the guise of decrees, and that puts them beyond questioning. It’s a trap that no contact center manager should fall into.
The Myth of the Service Level Standard
What are the variables that will impact the optimum service level? Start with the so-called seven factors of caller tolerance, which include the customer’s expected service level, available time, motivation for the call and whether other options exist for achieving what the customer wishes to do.
To these, we can add contact center labor costs, equipment costs, and the relative value attached to different calls. It would be impossible for one standard service level to meet all these criteria across different contact centers, meeting all customer needs and expectations while maximizing revenue and minimizing expenses.
Perhaps that is why so many contact centers settle on the 80/20 objective (80% of calls answered in 20 seconds) as a reasonable balance between staffing and customer expectations. Others will tweak those numbers as they investigate how low they can be adjusted before they start losing business. The problem here is the assumption that if a caller will stay on the line for five minutes, acceptable service has been provided. Abandonment rates, of course, don’t tell the whole story.
Customer surveys are another popular method for reviewing and adjusting service level. However, when some calls are answered immediately and other takes 90 seconds or more, responses are likely to vary based on individual experience.
Perhaps the best option is to combine elements from all of these methods – track what others are doing, review customer feedback, and run calculations based on current staffing and scheduling capabilities. Then, set a service level target based on the result.
Cutting Costs without Cutting Service
Once an appropriate service level has been established, contact center managers can explore options for reducing costs. That means asking how long customers are willing to wait, and how busy you want agents to be. This is known as the occupancy rate: the busier your agents, the lower the service level.
Once that rate has been set, an equivalent service level goal can be determined by reviewing historical data. Look for instances where the new occupancy rate goal was achieved, and collect the corresponding service level data – that will serve as your new service level target.
The right occupancy rate also bolsters service by making shifts less stressful for agents, which allows them to deliver better, more consistent customer engagements.
Most Budget Reducing Tips
Here are some additional ideas for reducing costs while maintaining a practical service level. Some will not be appropriate for every type of contact center, but implementing just one or two could result in significant savings.
• The Audit: Make it call center-wide. Review metrics, productivity, revenue generation and potential process improvements.
• Full, Part or Flex? What makes the most economic sense for your contact center – full time agents, part time or a flexible staff with a mix of both?
• Attrition: Cutting attrition and its associated recruiting and training costs is one of the most direct ways to save money. Review training techniques as well to make sure agents are learning when they should, and not ‘on the job.’
• Quality Assurance: A QA review can uncover inefficient processes and other shortcomings that impact customer service.
• Adherence: Service levels cannot be maintained if agents are not at their desks when they should be.
• Workforce Management Software: Much of the data on forecasting, staffing, adherence and KPIs can be delivered more quickly and accurately with a workforce management solution. And with WFM in the cloud, a contact center can avoid the large upfront cost traditionally associated with such a technology upgrade.
• Telecommuting: Agents that work from home reduce the contact center’s occupancy costs, and can also boost employee morale.
• Reduce Call Volume: Does the contact center receive a lot of calls on subjects that could be addressed another way? Find out why customers are calling and see if some of those unneeded calls can be cut down.
Because contact centers are different in size and scope, it can be difficult to provide a general approach to improving service level, especially when attempting to lower cost at the same time. But the challenge of creating a positive change is no excuse for not taking a fresh look at service level status at your contact center, and questioning whether the standard that was determined or the methods used to maintain it should not be open for discussion.
In the old days it was simpler – first call resolution (FCR) at the call center was a simple measurement of how often a customer’s issue was settled within one call. No standard definition was required.
Today it’s a little more complicated. If a caller is transferred from an agent to a technical support expert, that’s still one call but two separate conversations – does that still qualify? What if a call is made after an attempt to resolve the issue via web chat proves unsuccessful? That’s just one call as well, but it was also the customer’s second effort to achieve a goal.
While definitions might change, one thing is certain – FCR is the most highly correlated metric to customer satisfaction. A CFI Group study surveyed customers whose issues were not resolved in one call; it found that 43% said they would take their business elsewhere.
Keep These Customers with WFM
An automated workforce management (WFM) solution is one way to improve first call resolution and encourage customer loyalty.
With WFM it’s easier to implement a skills-based schedule so calls are answered by agents with the talent and experience to resolve them. It also allows managers and agents to use recorded calls to learn from mistakes and train new agents in proven company procedures.
These recordings can subsequently play a role in your quality monitoring efforts. Score each one based on specific criteria and overall success, and it’s easier to discover the best way to address different types of customer questions and concerns.
Finally, if you have a WFO system with speech analytics, you can use this resource to identify important recurring words and phrases, and how an agent should react when receiving a call that fits their criteria.
However you choose to define FCR, one fact is certain: the better prepared your agents can be for any eventuality, the more likely they will be able to end a call knowing they have just said goodbye to a satisfied customer.
Optimal resource scheduling requires accurate forecasting of work volume and staff requirements. Workforce management (WFM) software makes it easier to specify shift patterns and daily duties, and factor in the skill sets and preferences of individual agents.
This information should be delivered via reports. But if your system is not delivering the information you need, or is providing that data in a way that is difficult to decipher, it might be time to consider a new WFM solution. This is particularly important since the responsibility of WFM does not end with the production of an accurate schedule.
If you are ready to consider a new WFM system, be sure to ask about the reporting options that can make a positive difference at your contact center. These include:
• The Hours Worked Report: this report makes it easier to observe the breakdown and summary of assigned activities, balance multiple types of work, and handle other backlog issues
• The Agent Status Report: Compare this report with the Hours Worked Report for new insights into workload distribution and productivity
• The Service Performance Report: Compare “How we did” results to “What we expected” numbers.
• The Coverage Report: Reveals gaps in staffing.
These are just some of the capabilities of Monet WFM. Find out why we call it “Call Center Workforce Management Made Easy.”
There is still a misconception that cloud computing is best suited only for small and medium-sized contact centers, because of concerns over security and scalability. Whether this was ever accurate, it is certainly no longer the case.
Cloud computing is not only ready for the enterprise, it is now the preferable option over traditional on-premise software.
Monet has created a new whitepaper that analyzes this topic, at a time when more companies of all sizes and types are exploring their technology options.
Use of cloud applications is increasing rapidly every year, which is not surprising given the array of benefits intrinsic to this service:
• Scalability – Cloud service providers allow clients to increase or decrease existing resources as needed to accommodate changing needs on demand.
• Flexibility – Cloud applications are available from any computer or any device—any time, anywhere. That allows enterprise personnel to be more flexible in and out of the workplace.
• Cost – With a cloud system, larger companies can take advantage of scaled maintenance in a specialized data center, while investing the money saved in capital expense into other aspects of the business.
• Ease of Use – Since the cloud provider manages all updates and upgrades, there are no patches for customers to download or install.
• Security – The cloud offers a much higher grade of security than most internal IT departments.
Monet is always available to help address the concerns of companies considering a cloud solution, and to identify the many ways in which the cloud can benefit your enterprise.
Workforce management (WFM) software provides the best means of optimizing personnel resources in a contact center.
When a contact center decides it is ready to make the move to a workforce management software system,
it now faces another decision when reviewing the range of available
products. One way to improve the odds of choosing the right system the
first time is to make a list of the qualities and capabilities that are
most important. Such a list might include the following:
using historical data, and through simulations to calculate future call
volume, WFM generates forecasts for appropriate staffing, call handle
time and other factors to maintain optimum call center performance for
any time interval of the day.
forecasts create accurate schedules. A WFM scheduling engine should
incorporate all call types and other activities. A staffing schedule is
only valuable when it is optimized for all necessary factors, including
agent skill sets, staff availability, holidays, breaks and service
Scheduling an agent for a
shift is not enough – WFM should provide a graphical display of
variances in agents’ schedules during the workday for breaks, lunch and
other exceptions. Real-time updates allow managers to compensate during
surpluses or shortages for each time period.
a WFM solution with an integrated exception calendar that simplifies
the scheduling of agent exceptions for training, time off and other
Use WFM to compare
planned agent activity to actual activities throughout the day, while
also reviewing forecasts for key performance indicators such as call
volume and handle time.
should adjust to your call center regardless of how it is organized.
Choose a system that lets you build an unlimited number of center splits
or agent groups with separate service objectives and guidelines. Use
WFM to manage multiple sites and time zones, and set service level goals
down to 15-minute intervals.
WFM provides actionable insights on all agent activities through dashboards, key performance indictors and real-time alerts.
Implementation: The Forgotten Attribute
of these qualities pertain to the day-to-day usage of WFM, but contact
center managers should not overlook the importance of implementation.
Technology cannot benefit a business if it is not easy to use, and if it
cannot be incorporated into the center with minimal training. It should
also be possible to implement a workforce management solution to
deliver break-even status in a matter of months, as opposed to years.
But that will take some foresight.
While every company and
corporate culture is a little different, these guidelines should prove
valuable to any contact center in the process of a WFM transition.
Upfront planning – that incorporates both technical requirements and business processes, is critical.
Include all Departments
of the contact center’s functional groups, including agents, managers,
supervisors and trainers, should be involved in the process. The
implementation of WFM software is going to represent a change for the
center. It’s important for all those involved to know why the change is
needed, how it will improve their business processes and how they all
benefit from shared data and metrics.
Appoint a Liaison
all voices should be heard, there should also be one project
coordinator – usually a manager – with the experience and knowledge to
work with personnel, answer questions and address concerns.
will take time and patience to adjust to today’s feature-rich workforce
management systems. But the last thing a contact center wants is to
make the transition and then discover that employees are only using 20%
or 50% of the system’s capabilities. Comprehensive training will be
necessary to ease the culture shock and ultimately arrive at a place of
optimal functionality. The faster agents in particular realize the
benefits of a WFM solution, the faster they will take to its advantages.
What to Expect from a WFM Provider
Up to this point
we’ve described the implementation process from the end-user
perspective. But few of these steps can be taken without the support and
expertise of the software provider.
For the contact center, WFM
implementation is (ideally) a one-time process. For the provider, this
is what they do every day, and they should have a system in place that
will make the transition as easy as possible.
At Monet, our
implementation plan and timeline begins with a kick-off call of about
60-90 minutes. This consists primarily of a discussion of roles and
required data necessary to get started.
Once that is completed,
the initial set up can begin. This process typically involves the
creation of workgroups, shift profiles, skills and skill teams and the
selection of service level targets. While the provider initiates these
processes, they are then completed and customized by the client team.
collection set-up is next, which incorporates configuration and
historical data import and verification. Depending on the contact center
and the specific situation.
Once this is completed, training of
personnel can begin. The procedure will start with the basics –
forecasting, scheduling, rosters – and then examine the more advanced
features of WFM, from assigning exceptions and analyzing reports to
After implementation and training are
complete, the provider should continue to be accessible for questions or
concerns, and provide follow-up checks to make certain everything is
running smoothly. And since Monet's complete suite of workforce optimization is cloud based,
there are not a lot of resources and money required for purchase and
installation of hardware and software. Therefore, the implementation
team can focus on the business needs and business processes, and less on
technology. And the whole set up or implementation can be done in 30 to
When a contact center makes the
significant decision to install workforce management software, it is
critical that the system be implemented and configured properly, since
management will be making key decisions on operations and staffing based
on the information it provides.
A successful implementation
requires not only software integration and configuration skills, but
also a solid understanding of the customer environment and of the
multiple ways of addressing and solving the specific requirements of the
contact center. It should also be completed as efficiently as possible
to shorten ROI.
With a little research, contact centers stand a
much better chance of not only selecting the right WFM solution the
first time out, but the right software provider as well.
When choosing the best workforce management (WFM) solution for your call
center, there are a number of considerations to review based on that
center’s specific needs.
From capabilities and implementation to
cost, usability, scalability and ROI, it’s a decision that will require
advance research and feedback from the key members of your management
team. Of course, one of the main objectives should be to increase
efficiency and service levels, while also reducing costs.
you’re near the beginning of this process, or have been using it for a
while, here is a checklist of considerations that may be helpful in
getting more out of your WFM software to maximize the performance of
your contact center.
In the area of process design and improvement, run reports and do analysis in the following areas:
- Call Handling Analysis
- Benchmark Analysis
- Activity Summaries and Details
- Work Standards
- Quality Form Review and Feedback
- Evaluation of Coaching Techniques and Calibration
- Staff Flexibility
In the area of management discipline, take a look at these areas:
- Intraday Reviews, Adherence and Exception Management
- Forecasting and Scheduling Best Practices
- QM and PM Coaching, Training and Role Playing
Finally, if you need help, be sure to assess the software provider as
well, to make sure they will deliver the necessary training and
follow-up so your agents, supervisors and managers can get up to speed
quickly with the new technology and getting the most value from your
investment. If you have any questions, please contact us
and we are happy to share some of our best practices with you.
Wouldn't it be nice to check your contact center status and quickly review agent activities on a single color-coded dashboard? If you see green, you know everything is as it should be. If you see red, you know that action has to be taken, and you are then able to make real-time schedule changes that have an immediate impact on contact center performance.
Thankfully, this isn’t one of those scenarios like “Wouldn’t it be nice if chocolate was good for you?” In this case such quick and easy status checks and schedule adjustments are certainly possible, with a technology solution like Monet WFM Live.
When changes need to be made, the graphical schedule generated by Monet WFM Live allows managers to drag and drop breaks, lunches and other changes. The real-time updates provide an up-to-the-minute picture for agent surpluses and shortages throughout the day.
In addition, reports, organized as easy to read charts, provide managers with the data necessary to create individualized shifts for a particular agent (based on exceptional skills, special needs or other variables), as well as extensive employee-level configuration options for non-call work assignment.
Proactive contact center managers focus on staying ahead of the curve.
That means careful, strategic planning, calculating all of the variables
and delivering accurate forecasts and schedules that are flexible
enough to accommodate last minute changes.
Sounds like a challenge, but with Monet WFM, the process becomes easier,
more precise and more flexible. Managers now have the capability to
track intra-day trends for immediate adjustments, and for optimal
schedule creation, which helps contact centers consistently meet service
levels and control costs.
Here are a few additional tips that will help managers striving to become proactive.
These and other tips make staffing more efficient and more reliable
through better results for agents, supervisors and administrators.
- Enter time off exceptions, meetings and training before the roster
is generated to close gaps in roster assignments or shift placement; but
if you must enter them afterward, the WFM system can automatically
optimize them in a way that reduces manager overhead
- Impromptu training sessions are easier to schedule with little to no impact by using the meeting planner function
- Wider lunch and break windows are made possible by flexible shift profiles
- Enter the maximum allowable time in the Exception Calendar/Time off
Manager – this provides more visibility for agents and prevents
schedulers from over-committing to time-off, which could impact contact
Can Monet help you get more from your WFM solution? Contact our Customer Success team and let’s talk.
As many companies have discovered in recent years, the Cloud model of
delivery has numerous advantages over the traditional hosted or ASP
models of the past. These offerings are often confused but, not
addressing the fundamental differences, have a huge impact on your call
The traditional hosted model is simply
hosting a client server or web application on a server at the vendor’s
or 3rd party data center. The vendor then provides an application that
was not originally designed to be hosted, over the web, with a few
changes, and delivers it to each customer via a single, dedicated
server. It lacks a multi-tenant architecture and requires separate
servers and installations for each customer. Much more costly and less
scalable, it also requires support for multiple releases, which is very
resource intensive. Typically, vendors who sell on-premise software may
offer a hosted model for on-demand options and sometimes misleadingly
call it SaaS or Cloud.
The Cloud-based model uses a
totally new multi-tenant architecture that was designed to efficiently
and securely deliver web-based applications at the lowest possible cost.
It focuses on fast set up, low operating costs through shared services,
highest security for web-based deployment and high performance and
scalability through instant and seamless scaling of computer resources
(also called “elastic cloud computing”). This ensures available
computing capacity when you need it and only when you need it, at the
lowest possible cost.
Both models are offered through subscriptions and often seem to be similar, but they are not. In previous blog post about the true cloud we list key questions you should ask vendors before making a decision.
Does your workforce management system provide all the benefits you need
at a reasonable price? If it doesn’t, it may be time to take a closer
look at your solution, and if there is something that can be done to
bring it back to optimum efficiency. In other words, perhaps it’s time
for a check-up that will provide answers to these questions.
1. Are you using the latest version?
new WFM product adds additional capabilities, improves existing
functionality, and corrects issues with previous versions. With
traditional software, these upgrades can also be expensive, which is why
many companies delay implementation. But call centers that get their workforce management in the cloud will always be on the most recent version, as it is automatically installed at no additional cost.
2. How do employees work with this system?
is designed to make the agent’s job easier, but if personnel are not
properly trained, or if the system is too complicated, your call center
may not be getting the most out of its potential.
3. What are its ongoing costs?
years, the only WFM solutions worth acquiring were those that also
required hardware upgrades, ongoing IT support, and yearly (even
monthly) costs for maintenance and operation. Call centers still in this
situation must make a decision on maximizing their investment, or
perhaps switching to the more economical option of WFM in the cloud.
4. How have our needs changed?
centers are still evolving into contact centers. Some may expand, some
may contract based on other factors. It’s vital that WFM scales with the
needs of the business.
5. Is it delivering as promised?
centers step up to a WFM solution to access real-time metrics and
reports that impact forecasting, scheduling and day-to-day operation. Is
the system providing the information you need to make better decisions?