In my previous article Fantastic Four to Improve Customer Satisfaction, I wrote about improving Customer services with blend of Four major ideas.
In this article, I will talk about, How you can Reduce Cost through Intelligent allocation of work or intelligent Routing. There’s one big factor that doest not given consideration the most yet, which is the Last minute work distribution or Last minute Routing factor. Even in our daily lives, if you are assigned or given a task out of the blue, or at the eleventh hour, it’s considered as not the best way to handle it for both sides.
In enterprises or contact centers, where per resource has to deal with about more than 100 tasks or calls in one shift, you have to ensure that they are not given calls or tasks when they are about to leave the shift or going to their scheduled breaks. For a minute, Imagine case where you’re sending call or interaction or Task to your agent or employee right 30 seconds before scheduled logout time or scheduled break. That customer is likely not get great or satisfied customer service as employee would be in a hurry state at the back of mind to wrap it up as soon as possible, whereas the focus should be for first call resolution, Accurate resolution, quick turn-around, up-selling and to go either extra mile to maintain great Customer Experience.
To ensure you’re sending calls or interaction or tasks with consideration of employee schedule, you need an intelligent Routing Engine that has strong integration between Automatic call distributor (ACD) and Workforce Management Platform (WFM).
The key here is that your organization or contact center work distribution or Contact Routing solution should optimize best resource available with consideration of resource schedules which are created based on forecast.
With such insights, your routing engine will automatically adjust routing calls or interaction to employee who just came on shift as opposed to sending it to someone about to leave with customized thresholds based on service level or key performance indicator.
Insights into workforce schedules gives routing engine to intelligently distribute workload through customized business objectives to your needs.
This way you will have employee leaving on time and be replaced with next resource efficiently. At the same time it avoids cost of unnecessary adjustments on overtime and employee retention. Further, it improves your first call resolution which is imperative in excellent customer satisfaction, hence reduces cost of multiple calls for the same concern.
Complex schedules and last minute changes impacts Employee engagement which is critical element for seamless customer experience and First call resolution.
As an example, you can set a routing rule that do not send calls, if the agent is about to leave shift in less than (x) seconds, as your AHT or Average talk time is around in (x) minutes. The same can be applied for scheduled breaks or scheduled huddles, coaching or meetings.
This may vary from the nature of line of business you’re currently working on and your Key Performance Indicators but essentially improving FCR with right resource, helps achieving AHT targets or Service level.
For more details, write me for any questions or suggestions, and I look forward for feedback whether this can be one of unique and contributing factors to Improve Customer experience, First call resolutions and Employee experience.