ltreflection.wk5.controls.17aug15

7/23/2019 LTReflection.wk5.Controls.17AUG15

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CALL CENTER CONTROL MEASURES

Call Center Control Measures

Team A

MGT/521

17 August 2015

Mr. ames Re!"ng

1




Call Center Control Measures

T#"s team re$le%t"on "n&ol&e! a s"mulat"on '#ere"n mem(ers !"s%usse! )er$orman%e

%ontrols )erta"n"ng to em)lo*ee )er$orman%e '"t#"n a t"mes#are %ustomer %all+"n %enter. A(sent

!e$"n"t"&e !"re%t"on o$ )re&a"l"ng %ontrols at t#e %enter, an! $"rst assum"ng t#e tas- "nten!s $o%us

on internal controls, #ee! o$ $urt#er su))os"t"ons 'as $un!amentall* ne%essar*. To t#at mem(ers

%ons"!ere! )er$orman%e measurements $rom (ot# a uant"tat"&e an! ual"tat"&e stan!ar!. #"le

ea%# #as &al"! )re%e!en%e $or %ontrols "n t#e "n!ustr*, team mem(ers ult"matel* $o%use! on t#e

ual"tat"&e $un%t"on o$ t#e eer%"se. Not to !"sregar! s"gn"$"%an%e o$ uant"tat"&e anal*s"s,

essent"al as)e%ts o$ su%# )er$orman%e measures garnere! %ons"!erat"ons. Some o$ t#e nota(le

uant"tat"&e measures !"s%usse! (* t#e team, (ut ult"matel* !"sregar!e! $or "n%lus"on "n t#"s

re$le%t"on, are as $ollo's

lo%-age/a&a"la("l"t*

Sel$+ser&"%e a&a"la("l"t* 3&o"%e res)onse s*stem 34RS

6ueue !ela*s

Ser&"%e le&els

A(an!on rates

S%#e!ul"ng an!le t"mes

8n$ormat"on s*stems $un%t"onal"t*/e$$"%"en%*

Charisse

8 #a&e 'or-e! "n a %all %enter en&"ronment '"t# N4 Energ* an!, 9ro&"!"an :"nan%"al

ass"st"ng t#e 9lat"num Cre!"t Car! Customers. or-"ng '"t# t#ese t'o %om)an"es; t#ere are a

$e' t#"ngs 'e use! '#en mon"tor"ng %alls o$ an em)lo*ee eer%"s"ng se&eral e$$e%t"&e measures.

8 $oun! a great onl"ne art"%le %alle! Se&en Metr"%s to at%# $or Call Center Su%%ess. T#"s 'as

s"m"lar to t#e measures 'e use! "n t#e %all %enter. elo' "s some o$ '#at 'e ut"l"<e! at N4

Energ* at t#e t"me 8 'as em)lo*e! t#ere

2




First Call Resolution+8$ a %ustomer #a! a !"lemma, res)ons"("l"t* to $" t#e "ssue

)rom)tl*/(e$ore t#e en! o$ t#e %all

8$ "t %oul! not (e resol&e! '"t#"n t#at t"me$rame, "t 'as to (e settle! '"t#"n 1+2

(us"ness !a*s Response Time and Awarded for Service Level+Calls #a! to (e ans'ere! on t#e 1st or

2n! r"ng or 'e 'oul! (e !o%-e! )o"nts re ser&"%e le&el Accuracy of Information given to customer-All o$ t#e %all %enter re)resentat"&es 'ere

taug#t t#e same rules an! regulat"ons regar!"ng %all )ro%e!ures 100= %all a%%ura%* 'as a'ar!e! (* lo%al C#am(er o$ Commer%e A'ar!s

"ever !nplug"-9ol"%* '"t# (ell"gerent %ustomers >Sta* )lugge!+"n>+ ma"nta"n )o'er

o&er t#e %all (* not engag"ng "n !erogator* !"alogue

Customer Satisfaction+T#e %ustomer "s al'a*s r"g#t

Tanisha

T#e most e$$e%t"&e 'a* to e&aluate our ent"re t"me+s#are %all %enter an! "n %on?un%t"on

manage t#e e$$"%"en%* o$ ea%# em)lo*ee "s (* us"ng eternal an! "nternal (en%#mar-"ng. Our

"n!ustr* "s $"lle! '"t# %om)et"tors su%# as '''.u*AT"mes#are.%om/orl!mar-,

'''.sellm*t"mes#areno'.%om, an! '''.t"mes#ares(*o'ner.%om. Most o$ t#ese %om)an"es

#a&e alrea!* !e&elo)e! %ontrol measures t#at #as -ee) t#em %om)et"t"&e $or man* *ears. T#e

most %ost e$$e%t"&e 'a* to manage our %all %enter "s to use '#at #as (een )ro&en (* our

%om)et"tors to (e t#e most e$$e%t"&e. 8n !o"ng so, 'e %an ensure t#at our em)lo*ees '"ll (e

%ontent to 'or- at our $a%"l"t* an! our %ustomers, most o$ all, '"ll (e a!euatel* ser&"%e! $or

man* *ears to %ome. @Managers "n su%# !"&erse "n!ustr"es as #ealt# %are, e!u%at"on, an!

$"nan%"al ser&"%es are !"s%o&er"ng '#at manu$a%turers #a&e long re%ogn"<e!t#e (ene$"ts o$

(en%#mar-"ng, '#"%# "s t#e sear%# $or t#e (est )ra%t"%es among %om)et"tors or non+%om)et"tors

t#at lea! to t#e"r su)er"or )er$orman%eB 3Ro(("ns Coulter, 2010, C#a)ter 1D.

lias

3




@Managers %an "m)lement %ontrols before an a%t"&"t* (eg"ns, during t#e t"me t#e

a%t"&"t* "s go"ng on, an! after t#e a%t"&"t* #as (een %om)lete!. T#e $"rst t*)e "s

%alle! $ee!$or'ar! %ontrol; t#e se%on!, %on%urrent %ontrol; an! t#e last, $ee!(a%-

%ontrolB 3)g. F

T#e $ee!$or'ar! %ontrol "s a great met#o! to use "n t#e )re&entat"&e as)e%t to a&o"!

%atastro)#es t#at %oul! (e !e&astat"ng to a %all %enter '#ere %ustomer ser&"%e must (e )ro&"!e!

%learl* !ue to t#e !"s%onne%t o$ )#*s"%all* "ntera%t"ng '"t# t#e %ustomer. :ee!$or'ar! %ontrol

)re&ents )ro(lems (e$ore t#e* ta-e )la%e, (ut "n a %all %enter not all s%enar"os %an (e ant"%")ate!.

T#ere are stan!ar! o)erat"ng )ro%e!ures t#at %an (e $ollo'e! $or t#e most %ommon s%enar"os

t#at ma* #el) t#e em)lo*ees (e more e$$"%"ent. ut, s"tuat"ons are al'a*s "n!"&"!uall* !"$$erent

e&en t#oug# t#e* ma* %o"n%"!e '"t# t#e %ore "ssue.

An e$$"%"ent em)lo*ee ma* ta-e se&eral %alls '"t#"n an #our an! a su)er&"sor or manager

%annot e$$"%"entl* manage "$ t#e* are al'a*s #o&er"ng o&er t#e one em)lo*ee. "t#out t#e

resour%es an! t"me to !e!"%ate to re%or!"ng !ata to (e ut"l"<e! $rom "ssues )re&"ousl* sol&e!, t#en

ot#er %ontrol measures 'oul! (e a (etter $"t $or t#e %all %enter.

#al

T#e $ee!(a%- %ontrol, '#"%# "s t#e most )o)ular %ontrol measure, 'oul! (e t#e onl*

&"a(le t*)e o$ %ontrol. :or man* %om)an"es, %ustomer $ee!(a%- "s )aramount to t#e su%%ess o$

t#e"r (us"ness. T#e "n$ormat"on gat#ere! t#roug# $ee!(a%- "s a 'a* $or %om)an"es to $"n! out

t#e"r %ustomers 'ants an! nee!s. A!!"t"onall*, t#"s allo's %ustomers to )ro&"!e suggest"ons an!

%omments a(out t#e %om)an* t#at %oul! )oss"(l* #el) t#em "m)ro&e.

4




As managers $or a t"mes#are &a%at"ons %all %enter, $ee!(a%- %ontrol "s one o$ t#e (est

'a*s $or us to !eterm"ne #o' e$$"%"ent an! e$$e%t"&e an em)lo*ee "s. :or e&er* %ustomer '#o

%onta%ts our %all %enter, t#e* '"ll #a&e t#e o)t"on to )art"%")ate "n %om)let"ng a $"&e+uest"on

sur&e* at t#e en! o$ t#e"r %all. "t# t#e #el) o$ our %ustomers, 'e '"ll (e a(le to mon"tor our

%ustomers $ee!(a%-s an! use t#"s %ontrol to a!?ust )er$orman%e a%%or!"ngl*.

$eylonn

T#e %ontrol measures $or a %all %enter %oul! (e t#e %on%urrent %ontrol. Con%urrent %ontrol

"n&ol&es !"re%t su)er&"s"on. T#e manager %an a%%om)l"s# t#"s (* us"ng @management (* 'al-"ng

aroun!, '#"%# "s '#en a manager "s "n t#e 'or- area "ntera%t"ng !"re%tl* '"t# em)lo*eesB

3Ro(("ns Coulter, Management, 11t# e!"t"on. A manager "n a %all %enter %an )oss"(l* 'at%#

an em)lo*ee an! ma-e sure t#e* are !o"ng )ro!u%t"&e 'or-, an! %orre%t an* m"sta-es '#"le

a%t"&"t* "s "n )rogress. A%%or!"ng to arnat 31FFD+201, @Con%urrent %ontrol "s !es"gne! to

ensure t#at em)lo*ees 'or- a%t"&"t"es )ro!u%e t#e %orre%t resultsB 3)ara. 1. 8$ t#ere are

!"sgruntle! %ustomers on t#e tele)#one or t#e re)resentat"&e %annot #el) t#e manager %an t#en

"nter&ene. Managers %an also %#e%- to see #o' man* %ustomer %alls ea%# em)lo*ee ta-es "n

g"&en "n%rements to e&aluate t#e em)lo*ees an! t#e )ro!u%t"&"t* an! )er$orman%e.

5




Re$eren%es

arnat, R. 31FFD+201. Strategic Management :ormulat"on an! 8m)lementat"on. Retr"e&e!

$rom #tt)//'''.strateg"%+%ontrol.2ls.%om/en10H

8CM8. 32015. ICMI . Retr"e&e! $rom #tt)//'''."%m".%om/Resour%es/Metr"%s/2011/02/Se&en+

Metr"%s+to+at%#+$or+Call+Center+Su%%ess

Ro(("ns, S. 9., Coulter, M. 32010. Management, 11t# E!"t"on. I4"talSour%e oo-s#el$

&ers"onJ. Retr"e&e! $rom #tt)//onl"ne.&"talsour%e.%om/(oo-s/F7D12HFK57FK7/outl"ne/H

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