Optimizing your call center’s performance can sometimes seem like chasing a dream. Divergent performance paths among teams and the daily difficulties of scheduling and customer service management can make prioritizing and effecting action difficult. But there are ways to help integrate performance management, team training, and customer service into a streamlined, smoothly functioning unity. By working smarter, you work better.

The day-to-day management of a call center presents unique challenges. Juggling the complex interactions between team members and management operations, coupled with the communication and problem solving involved with customer relations, makes managing a call center a paradigm of its own. The response to the unique needs of a call center needs to be tailored to its particular operation.

Getting Started

Before you can optimize your call center’s performance, revise your operational goals. Make sure these goals are clearly expressed and understood by all team members. Helping your team see how these goals apply to their performance is a great way to prepare your operational infrastructure for optimization.

Solution For The Future 

KOVA’s Impact360 Workforce Management software is a powerful tool to help align performance with your program goals. Crafted specifically to the needs of call centers, it provides the ideal management system to make your planning a functional and successful reality.

1. Improve Your Call Center’s Customer Service

The Impact360 system is geared specifically toward the support of the best possible customer experience. By employing information derived from call center performance management, Impact360 empowers you to make the best staffing choices to meet customer needs – scheduling team members according to individual proficiencies and skills. Uncovering workload patterns and predicting trends helps you utilize and schedule agents more efficiently.

2. Meet Your Call Center’s Requirements More Easily

Impact360 can schedule meetings without adversely affecting service levels. Its scheduling feature can provide automatic compliance with any union, governmental, or time-banking requirements. Shift rules can be factored into scheduling, smoothing the path to attaining your target service-level goals.

3. Help Your Call Center Attain Actionable Insights

Impact360 can offer managers clear insight into day-to-day operations, supporting oversight and problem solving. By improving managers’ response to and tracking of performance data, processing quality can be improved. Shrinkage, overtime, and overstaffing can be better identified and corrected using Impact360. Team training can be implemented based upon easy assessment of agents’ performance, and tailored to fulfill concrete needs.

4. Keep Your Call Center Cost Effective

Managing people, system, and customer service is challenging, but integrating constituent components into an efficiently performing whole is even more difficult. Improving communication across institutional boundaries is a vital means to realizing a unified enterprise. Impact360 gives you the means of ensuring all aspects of your call center are aligned and focused, supporting a smooth, cost efficient customer experience.

By reducing waste and inefficiency while increasing communication and data collection,

KOVA’s Impact360 management system can supply the solutions to all your call center’s needs. From staffing issues to capturing customer experiences in a transparent and useful way, Impact360 can help you optimize your business.