Call Center Questions and Answers (FAQ)

What does adherence mean?

Adherence refers to the degree to which agents stick to their schedules, a calculation that is measured as a percentage. There are several challenges to adherence, and keeping track of adherence changes with manual systems can be time-consuming.

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How can WFM increase productivity in my contact center?

Accurate forecasts, targeted schedules, greater visibility into agent adherence, and an immediate response to unforeseen changes are all necessary parts of increasing productivity. WFM software is a vital tool designed to do all these things in less time; freeing up your team to increase your ability to attain the desired proactive planning you need to remain competitive in today’s market.

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How can I move away from scheduling on spreadsheets?

Moving your business process into WFM software is easily done as long as you have a guiding hand. Monet software provides all assistance and training you need to successfully migrate off of spreadsheets. However it also pays to take a close look at your current process to determine if they are truly the best methods for your environment, or simply the best you could do with the tools at your disposal.

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What are the benefits of workforce management?

There are several benefits to workforce management. Its efficiencies help contact centers to increase service levels and ensure service excellence, resulting in maximized revenues and customer satisfaction.

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How can I calculate shrinkage at my contact center?

To calculate shrinkage you’ll need to know your base staff requirements for a given shift, and the typical percentage of workers unable to handle calls during that time.

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How can I improve my service levels in my contact center?

There are several actions you can take to improve service levels. These include improving forecast accuracy, monitoring intra-day activities, and making service level discussions a weekly priority.

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What are the benefits of real time statistics in a contact center?

With real-time statistics, managers can address challenges as they arise, limit the damage and prevent small issues from evolving into major concerns.

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What are the best practices to lower your average handle time?

Start by making certain you have enough agents available to efficiently handle call volume. Then, employ skills-based routing, and train your agents to anticipate frequently asked questions and answer them before they can be asked.

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There are several models for software acquisition. What are they, and what are the benefits of one vs. another?

There are three options: an on-premise solution, where hardware and software must be installed, deployed and maintained at the contact center; a hosted system, where software is purchased but installed at an outside service provider, and a cloud system, which converts such physical resources as processors and storage into Internet resources.

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What is shrinkage?

Shrinkage is of the most important elements in schedule adherence. It is defined as the amount of minutes per day that agents are paid to be on the phone when they are not actually working, or available to receive calls or work on customer related issues.

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What is a call tag?

Think of a call tag as a virtual bookmark, which is used so managers and agents can easily locate calls for review or training purposes. Common tags would include customer suggestions, questions that could not be answered, complaints, concerns or compliments.

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What is workforce management?

The definition of workforce management may vary depending on its application. Wikipedia provides this general description: “In many markets and industries, workforce management is all about assigning the right employees with the right skills to the right job at the right time.”

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What is a call center?

A call center is a facility used for receiving or transmitting a large volume of questions, orders and inquiries. These are taken primarily by telephone, but today’s call centers have evolved into contact centers, allowing for communication by webchat, email, video chat and social media.

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What is workforce scheduling?

Workforce scheduling at a contact center is both an art and a science. The objective is to have the right number of employees, with the right skills at the right times to meet anticipated call volumes for all communication channels offered.

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What is call center management?

Call center management entails responsibility for the day-to-day operations and the meeting of customer service goals at a call center. Managers must make certain that predetermined processes and procedures are followed, problem areas are identified and corrected, and adherence to all government and industry regulations involving call recording are being followed.

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What is Average Handle Time (AHT)?

Average handle time (AHT) refers to the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

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What is First Call Resolution (FCR)?

In simplest terms, first call resolution (FCR) is a measurement of how often a customer’s issue is settled within one call. However, this metric can vary depending on how it is calculated.

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How can I fight adherence issues?

Monet has created a free 45-minute webinar entitled “Slaying the Adherence Monster” that features tips and tricks to help call centers keep adherence issues away.

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What is a KPI?

KPI is an abbreviation for Key Performance Indicators. These are benchmarks for various call center service functions. Their establishment is the first step toward consistent performance.

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What are the most important service criteria to measure in a call center?

Since no two call centers are exactly alike, it’s impossible to provide a definitive answer or a ranking of criteria by importance. However, there are several measures that are always helpful to track.

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What is a BPO call center?

BPO is short for Business Process Outsourcer. This is a third-party service provider that handles any operations or responsibilities that a company is unable or unwilling to do in-house.

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A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video