GoResponse Telephone Answering Service Staff

Break down contact centre silos for better business

Direct CommunicationIn the call centre, it is easy for skills and resources to become segregated, even if companies are actually trying to eradicate silos. In order to ease the consumer journey, planning and workforce management (WFM) professionals have to make assumptions, such as average handling times (AHT) and historical volumes, and these might not ordinarily be thought of as siloed data sets. However, resources are not always required for every stage in all situations. By ensuring that all departments work together, better organisational operations can be achieved.

An example of poor planning can occur when a new metric is brought into effect for a telephone answering service. If targets are not met, managers might decide to start a training scheme that involves daily one-on-one coaching for low-scoring agents in addition to several training sessions for all workers.

If all of these work absences have not been factored into planning, call centres can suddenly find themselves with a staff shortage, resulting in customers experiencing longer wait times. As a result, consumer services quality can actually fall.

To avoid this, companies need to break down the silos within departments and encourage data sharing. By making sure WFM teams distribute and use information from others, a better overall picture can be formed to ensure that operations are maintained at their best possible quality. As best practice, firms should gather key members of the team from training, team leads, quality, and WFM before every scheduling run to discus forecasts, expected service levels, and other issues. This can help them provide optimised levels of service.

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