Ask the Experts Experts Library Efficiency

Topic: Efficiency

Question:
We are looking to put in an Automatic Call Distributor (ACD) in our small start-up call centre soon. We employ a case-management model where the agent will be potentially receiving several calls on one issue. I have called a call centre that had one master queue then had mini-queues for each agent. This seems ideal; however, my concerns are these: 1) Not too many contact centres use this model so it makes me wonder if this is not effective; and 2) It seems it would be a benchmarking nightmare. What do you know about that?

CCCAG:
Most call centres are set up so that almost any agent could respond to a customer's request. If there are differentiators, they are generally determined by line of business, customer relationship management strategy or agent skill set. Having said that, within those parameters, the theme is still consistent—almost any agent could respond to a customer's request. It is this synergy of knowledge that gives call centres the advantages in efficiency.

Typically, the smaller the queue, the less the efficiency. This occurs because small queues create restrictions on who can answer the call. This means that if specific agents are busy, the customer has no choice but to wait. It stands to reason that if more could help, the customer's odds of reaching resolution quicker increase.

There are other benefits of larger queues. For the agents, the call load gets distributed more fairly and evenly, reducing periods where it is either extremely busy or extremely quiet, thus making it a better work environment. For the organization, it means a more consistent service level or average speed of answer (ASA) and reduced costs.

You may want to review some of your historical data and study your customers' call patterns, and analyze what receiving several calls on one issue means. Once you understand and map what it is specifically that you are delivering to your customers, how and why, you will better understand the best way your call centre can serve these customers.

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