What steps may be taken by a contact centre manager in order to implement service levels?
1. Define clear service level objectives: The first step for a contact centre manager is to clearly define the service level objectives that the team needs to achieve. This includes clearly defining what is considered an acceptable service level and any specific goals or targets that need to be met.
2. Monitor and track performance: Contact centre managers should regularly monitor and track the team's performance against the defined service level objectives. This can include reviewing key performance metrics such as average response times, average handling times, and call abandonment rates.
3. Use workforce management tools: Implementing workforce management tools can help contact centre managers better forecast and schedule staffing to meet service level objectives. These tools can help in optimizing staffing levels and scheduling agents based on expected call volumes.
4. Provide training and coaching: Ensure that agents are adequately trained and coached on how to handle customer inquiries and resolve issues efficiently. Regular training sessions can help agents improve their skills and performance, resulting in better service levels.
5. Implement quality assurance measures: Implementing quality assurance measures such as call monitoring and feedback sessions can help contact centre managers identify opportunities for improvement in agent performance. This can help in ensuring that agents are consistently meeting or exceeding service level objectives.
6. Implement call routing strategies: Use call routing strategies to efficiently handle incoming calls and distribute them to the most appropriate agents based on their skills and availability. This can help in reducing wait times and improving overall service levels.
7. Communicate and incentivize performance: Regularly communicate performance against service level objectives to the team and provide incentives for meeting or exceeding targets. This can help in motivating agents to consistently deliver high-quality service and meet service level objectives.