10 Tips for more Effective Call Center Management


Ten Tips to Weather the Challenging Economy in your Call Center

In these challenging economic times, every call and every dollar count. In working with our customers, we established a list of tips for 2009 to not only keep your call center running efficiently, but keep service levels increasing, customer base and revenues growing. We would like to share this checklist with you and hope it proves to be useful in your daily call center operations.

1. Implement a flexible shift model

As we all know, the number of calls and the arrival patterns vary from day to day. Despite this, starting times, lunch breaks, end times, etc. are often fixed over the week, resulting either in overstaffing (higher costs!) or understaffing (lower service levels and revenues!). That's why more and more call centers switch from a fixed to a flexible shift model. The advantages are obvious, but how do you implement and manage a flexible model?

Gradually implement a flexible shift model by introducing it to some of your agents (existing and/or new hires) first, and over time move the whole center to a flexible shift model. This change can increase your service levels by 1 to 2 percent, and result in a similar percentage of savings in personnel costs.


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