Operating a Contact Center is a challenging and complicated business as we all know. We all deal with numerous challenges (internal and external) daily.
Sometimes we just have to take a short break to see where we stand and what we can do to make a difference.
So ask yourself: How would you objectively rate your Contact Center on a 1-10 scale?
Maybe consider a few common areas when doing your “self-rating”:
- Overall Quality of Customer Satisfaction
- Metrics, measurements and outcomes
- First call resolution
- Abandonment rates
- Agent Attrition & Finding Appropriate talent
- Technology
- Staffing Peak or off hour periods
- Incentive programs for agents that achieve results
- Supervision, coaching and agent development
- Consistently achieving “bottom” goals
Your list may be similar or a little different. That makes sense. It’s all about the “rating” you give. Why?
If the rating of your Contact Center is less than and “8 or 9” it may be time for you to focus on a short “performance improvement initiative.” The time to get started is…now!
Pick one area or priority to improve: Determine the performance required; what has to change/improve to succeed; what capabilities or competencies are needed; develop an “action plan” with responsibilities and due dates; make it a priority and execute.
Go at it one step at a time; which also suggests when you look at rating your Contact Center, focus on moving that score up “one notch” at a time in a systematic continuous way.
If you need a “sounding board” feel free to give us a call too. We’d be happy to help!
