Call Center Agent Desktops

It has been said that Content is King, but what does that mean for the agent desktop? Does this mean that all agents should receive the same content (sorted by the skill or queue they are responsible for, of course)? For the busy call center manager many times that is exactly what it means but that does not make it right.

I do not lay blame for this issue at the feet of anyone in the call center. I blame vendors like myself for allowing it to happen and propagate. Many vendors give up trying after the sale and take the easy road to project completion and pay day. However, once the sales has been made the real work begins.

Content for agent desktops should vary based on experience, skills, responsibilities and goals for the call center.

1. Experience: A new agent should not see the same content as an agent who has been on the job for years. A new agent has many concerns and adding complexity and confusion to the desktop only adds stress to the position. Minimize the content for the new agents or eliminate it altogether until you are sure the agent is able to handle the additional information.

Focus on providing strictly status information such as Calls Waiting, Wait Time and Service Level. More complex metrics such as AHT or CSat scores can wait.

2. Skills: Some agents have more skills than others. You see this everyday and secretly wish you had more agents with those advanced skills. Therefore the content you provide to the advanced agents should differ from the other agents.

Focus on metrics that show agent performance such as AHT, Adherence, Occupancy, Abandon Rate. Beginner metrics are not as important to the experienced agent they already know how to react to calls waiting, wait times, etc.

3. Responsibilities: Should an inbound customer service representative answering questions about an online policy claims form see the same metrics as an outbound sale agent? Each of these agents has specific objectives.

Align the metrics with the objectives for the agent.

4. Goals: Your call center has goals and most likely these goals have been expressed to the agents. The content on the desktops should support the goals for the call center. Create objectives for the agents and align the content with the objectives.

Help Desk Service Center should focus on trouble ticket metrics , revenue producing centers should focus on CRM metrics, etc.

Your vendor should work with you to develop the appropriate content for your agents desktops and allow you to get real value out of the desktop solution you have invested in. As a call center manager you should be willing to invest the time to make certain you identify your agent types. Then you should take one more step and provide the right content for your agents so the desktop solutions work for them and is not just another distraction.

Call Center New Year Resolutions

With the new year comes new year's resolutions. Every year some of us resolve to stop smoking, lose weight or be a better person. Sorry I cannot help you with the first two. If you manage a call center one way you can be a better person is to review and change your metrics, thresholds and reports.

Reviewing and changing your metrics, thresholds and reports will make you a better person because your agents and supervisors will love you for it! Call Centers are dynamic. Every year there is something new from the company that the call center must deal with. Everyone in the call center needs to adapt to these changes. Yet the agents and supervisors are still looking at the same metrics, responding to the same thresholds and seeing the same reports from last year.

If the call center has experienced any changes at all the reports, thresholds and metrics should change as well. In addition, agents that have finished another successful year probably have been promoted or at least are doing something more advanced. These agents should not be looking at the same old tired metrics and have the same threshold levels as last year.

Now is the time to review the status of your call center and make some changes that will make you boss of the year. Agents and supervisors will love you for updating their metrics and threshold settings because you have shown you are aware of what they are doing.

Bartender for the Call Center Manager

Sometimes I feel like I am a bartender or a hair stylist for Call Center and IT Managers. I ahve heard stories from these managers about their switch or WFM or service provider that I probably should not be hearing. I guess being a vendor with no horse in that race the manager feels it's ok to tell me about their experiences and why they are pulling out a vendor in favor of another.

This got me thinking about why these call centers are moving to another vendor at what will be an extremely costly change. No one in their right mind wants to spend that amount of time and money to change vendors for the heck of it.

1. The vendor has over promised and under delivered. There are times when a vendor and customer are not on the same page which can lead to this occurring. There are times when the vendor is not able to hold up their end of the project. Rereading the SOW and its fine print are a quick way to find missing or misleading vendor tasks.

2. Total cost of ownership. Customers must read the details of the solution coverage and ask lots of what if questions when it comes to warranty, maintenance, licensing and support. Digging deep to understand what is really covered and assuming that something is covered are two different things.

3. Misstated, misapplied or misused ROI calculations. The adage of too good to be true applies to ROI calculations. I have heard ROI calculations for million dollar plus projects of 5 - 6 months. If you vendor has invented time travel then this might be possible. If not then the ROI calculations are probably off. One quick ROI check is to look for improved efficiencies. No product is used 100% of the time so a multiplier that is applied 100% of the time is not appropriate. For example a new phone might make the agent more efficient but only when they are actually using the phone not when they are idle or simply talking and not using the phones features.

4. Not staying current. The vendor has not made any product changes, added new features, done any development on the product since the purchase. If this is accurate then there is cause for concern. Any vendor with long term plans for a product will continue to develop the solution and try to make it better. Ask the vendor for a list of product updates made in the last 3 - 5 years and then ask about future development on the product.

5. Arrogance and attitude. If the arrogance and attitude of the vendor have gotten in the way of the vendors ability to provide a solution that works then it is time to move on. It is one thing to be sure of your solution it is another thing to ignore the customer or as a vendor to believe the customer cannot go anywhere else. As a customer it is not wise to cut off your nose to spite your face. It is possible to request new representation from the vendor and talk frankly with the vendor management about the attitude and arrogance coming from the vendor.

There are other reasons why customers leave vendors but these came to mind quickly. As a vendor to the call center industry being vigilant and not falling into the rut of any of these issues listed above is a key part of being a responsible vendor.

Cross Selling in the Call Center

I was surprised when I heard the Call Center Manager explain to me that they do not ask the agents to cross sell because it does not work. The manager went on to say that his agents are not trained to sell and asking them to do something they are not trained to do would be a waste of time. His metrics would also be adversely be affected by having his agents cross sell. I suggested the agents did not need to sell but rather just bring up the idea of another product or service.

When was the last time you were so surprised that you were almost speechless? This is what happened to me when I was talking to this manager for a major insurance company. His entire argument about cross selling does not work because of training is ridiculous. I am in sales and I no without a doubt that cross selling works. In fact it worked on me the other day.

"Yes, I am calling to receive a copy of my mortgage interest statement for 2010." "Ok, please give me your account number...." After the main purpose of the call was done the agent asked me if I was interested in learning about the current interest rates for refinancing my home loan. "Sure" I said and I was quickly transferred to another agent that did some routine questions with me then I was transferred to a loan officer. Within 15 minutes I was ready to make a decision.

Cross selling works. Call Centers and Call Center Managers that do not cross sell are missing a tremendous opportunity. I suspect the insurance company CC manager was afraid that cross selling might negatively affect his metrics and scorecard. This manager is missing the big picture.

For those that want to employ cross selling there are some very basic rules to follow:

1. Train the agent to mention only a single product or service;

2. Make the cross selling statement simple and quick. The statement should take no more than 5 seconds to ask;

3. Remind agents to cross sell using your call center reporting tools such as wallboards, desktop messaging and weekly meetings;

4. Everyone should be cross selling, everyone;

5. Reward the agents that cross sell, especially the successful cross sellers;

6. Track your efforts.

Cross selling works and more call centers should employ this technique to boost review. By the way the question, "Is there anything else I can help you with?" is not cross selling.

Smart phones in the call center

Everywhere you look today you see smartphones. Call center managers, team leaders, agents, IT support, etc all have smart phones. Since so many people are using smart phones why not extend the use of the phone to the call center.

So what is a smart phone? If you have an IPhone or a Blackberry phone you have a smart phone. However, Wikipedia defines a smart phone as a phone with traditional phone features and advanced computing and connectivity.

Call centers leaders are now using their smart phones to stay in touch with the call center with web based reporting, scheduled reporting that provide current call center status and ad hoc alert message about metrics that are outside of the goals.

Managers are very mobile and the smart phone is an ideal tool to stay in touch with the call center in a very unobtrusive way.

At-home agents

My nephew just started working out of his home rather than at the office. He asked me about some things that he should be doing to make certain his sales do not drop off. I was thinking about this and realized how similar his situation is to a work at home agent. So I created a list of things that a work at home agent should have to be able to be effective. This list is not in any priority.

1. The right tools: This is a basic assumption that can be overlooked. Phone, computer, high speed access to the internet and company network, headset, desk and comfortable chair.
2. Work Space: A dedicated place to answer the phone and work. This needs to be comfortable too.
3. A quiet environment: There is little worse than talking to an agent and hearing the dog barking or dishes clanging in the background.
4. The proper attitude: Not everyone can work from home. Some agents need social interaction. Years ago I had a work from home sales rep quit because he could not "hang out at the water cooler" and get caught up on gossip. During the interview process be sure to determine if they have the proper attitude.
5. Dedication: It is easy to log on and then place yourself into some type of non working status. Agents that work from home need a schedule and they need to be dedicated and stick to the schedule.
6. Feel like part of the team: Include all agents in contests, share information, send messages and make them feel like part of the team.
7. Back up plan: The agent should have a notebook and pencil ready for when (not if) the internet connection or network access is lost of denied.
8. On-going training plans: All agents need on-going traning. Agents that work from home may miss out on the team leader or manager immediate support therefore training is important to keep at-home agents up-to-date.
9. Access to real time statistics at their desktops: Real time information will let the agent know their status and that of the call center and can be prepared for heavier call volume. The ability to change the statistics and metrics they see would be helpful.
10. Priority access to team leaders or managers: Working from home does not mean at-home agents do not have trouble at times. Because they are at home and do not take as much team leader or manager time they should have priority access when needed.

Spectrum can provide the Real Time desk top statistics and metrics. Contact Us for more information.

What is a Call Center Wallboard?

The other day someone asked me for a call center wallboard. I asked them which kind of wallboard do you want? The customer was confused as he assumed there was only one kind. Here is some information on the two most popular types of call center wallboards.



Traditional LED Wallboards: These are the boards that show content in text only, can change colors on thresholds and will run messages on the bottom. They are available from single line of text up to the size of an entire wall.


















Key Benefits:

• Great for showing text only;
• Very low total cost of ownership (over the life of the board);
• Higly reliable.

Flat Panel Displays: These are also known as LCD screens or plasma screens. These boards will show content from the same sources as the traditional boards and can show graphs, charts, RSS feeds, images such as jpegs, web content, video, streaming video, television / cable, documents and camera feeds.















Key Benefits:

• Flat panel displays are very dynamic;
• Content can be much more than traditional contact center applications;
• More effective in changing behavior than a traditional LED wallboard.

For the money and if used properly a flat panel display can be a more effective call center tool in improving communications and creating an effective decision making contact center.

To learn more about Wallboards visit www.specorp.com.