BenchmarkPortal Buyer's Guide

Solutions

Buyer's Guide

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	Agent Coaching determining who should coach the agents determining how often to coach the agents ensuring that coaches are allotted enough time to coach training coaches specifically “how” to best coach agents monitor that coaching is taking place as planned evaluate the efficacy of each coach in the process
	Agent Compensation determining the level of competitive compensation in the neighboring geography determining the agents needs for base compensation determining the agents willingness to also work for performance compensation determining the method of performance compensation best suited for the type of call handled understanding the best method to administration compensation understanding other employee benefits that operate in lieu of direct money compensation
	Agent Development articulating possible career tracks documenting skills needed for advancement understanding individual agent career goals and aspirations
	Agent Satisfaction designing an agent satisfaction survey specific to call center agents fielding the survey analyzing the survey results taking action based on the cumulative feedback from the statistical majority of agents
	Agent Training in-class initial training on-the-job side-by-side training mentoring incubating with experienced agents nesting recurring training
	Agent Workforce Optimization forecasting call volumes determining the best schedule to get the right agent in the right seat at the right time monitoring and measuring the following: agent occupancy agent adherence to schedule agent utilization making changes on-the-fly as the actually call volumes fluctuate during the day
	Analytics Reporting selecting an analytic toolset for report generation ensuring that the proper data is collected in a timely fashion training one or more analyst to implement the toolset and produce actionable reports training supervisors and team leads to read reports and take the recommended action
	Call Center Communications display board implementation desktop information promulgation suggestion boxes agent focus meetings agent group meetings
	Call Center Performance Evaluation determining the key performance indicators (KPIs) most suitable for directing management’s attention designing a call center performance dashboard for real-time evaluation of the call center’s situation training call center management to make decisions “by the numbers”
	Call Quality Monitoring determining how to monitor and score calls from the following alternatives: side-by-side real time monitoring remote real time monitoring recorded for future monitoring determining who should monitor and score calls determining how each call should be scored determining how many calls should be scored per agent per month determining which calls should be scored
	Call Routing determining the most suitable call routing algorithms for the call center from the following choices: route based on availability route based on skills route based on customer value route based on agents ability to attain caller satisfaction any combination of the above selecting the proper routing technology monitoring the success of the routing process
	Caller Satisfaction Measurement designing a caller satisfaction survey designing the required reporting module fielding the caller satisfaction survey analyzing the results taking action on the statistically significant improvement initiatives discovered through the survey
	Caller Self Service determining what transactions lend themselves to caller self service implementing an IVR with or without voice enabling technology perfecting messages and menus monitoring the use and success of the process improving the process based on success measurements
	Caller Service Recovery preparing a service recovery “policy and procedure” isolating those callers that indicated they had an unsatisfactory call experience monitoring the specific call to determining if the inadequate call experience was avoidable if avoidable, contacting the caller to begin the recovery process re-contacting the caller later to ensure that the recovery process was successful
	CRM Implementation customer contact tracking data customer profile information data customer preference data customer buying historical data customer channel preference data one-to-one relationship management
	Facilities Management agent furniture selection and layout meeting room location and access cafeteria location and access rest room location and access heating, lighting, and air conditioning noise abatement space cleaning parking facilities
	Hiring New Agents preparing the job description advertising the job opening screening applicant resumes screening applicant voices applicant interviews applicant aptitude testing applicant skills screening realistic job previews
	Information Access determining what information is most frequently requested by callers determining where frequently requested information is located implementing technology and/or processes to make the required information available training the agents how to access information in the most efficient manner possible
	Information Technology managing the IT infrastructure of desktops, servers, and mainframes connectivity between databases customer information database maintenance order filing and fulfillment
	Performance Benchmarking performance data collection peer group selection gap analysis process discovery improvement initiative selection
	Real-Time Expert Help discovering what caller information requests typically need expert assistance for agents determining the most efficient and effective way to get the agent expert help when need training both the agents and the experts how to perfect the dissemination of expert help
	Telecommunications network administration contract negotiations call distribution trunk line loading load balancing
	Telephone Service Improvement collecting data on caller satisfaction and dissatisfaction processing caller dissatisfaction data to determine the root cause of the caller perceived problems determining the service improvements needed and their cost launching service improvements monitoring their impact on caller satisfaction
	Teleservices Outsourcing vendor selection contract negotiation relationship management performance monitoring load balancing training of off-site agents

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