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- Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI
- Call quality monitoring – including frequent and precise
calibration – is one of the best ways to improve a contact center.
A global management consulting, technology and outsourcing
company wanted to standardize calibration, reduce Average
Handle Time and increase customer satisfaction across
multiple contact centers operated by several different
providers. Three carefully crafted projects allowed the
company to manage improvements from the big picture to the
agent-level. First, precision calibration using Gage R & R
analysis improved quality scores while reducing costs. Next,
AHT was reduced from 19.78 to 17.86 minutes when the parts
of each call were analyzed and it was determined that agents
were not properly following call steps during one common call
section. Finally, a custom-designed in-house academy for
training call center agents resulted in CSAT Scores which
increased by 5.9%, exceeding goals. The reduction in AHT
alone resulted in a $192,000 annual cost savings and when
rolled out is expected to generate nearly a $6 million annual cost
savings for the corporation. The successful return on
investment for these projects set a foundation for quality
monitoring and management, which the company has rolled
out and now applies to customer contact providers throughout
its business.
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