Doing some new 12 months contact centre planning and questioning easy methods to accommodate the next than traditional variety of “what ifs”? You’re not alone. Around the nation, SMEs are on the lookout for methods to make their operations more flexible and, as a consequence, higher in a position to accommodate no matter surprises 2021 has in retailer.
For some companies corresponding to these within the tourism and hospitality operators, the flexibility to scale will be crucial. Currently, in hiatus, they’re prone to expertise a growth in enterprise when the Federal Government re-opens the worldwide borders and permits overseas travellers in and itchy-footed Aussies out. Having sufficient brokers obtainable to deal with enquiries and take bookings in a well timed trend will be important – however having these people sitting idle, ready for the announcement that the sector is again in enterprise, is an choice operators merely can’t afford.
Other organisations whose enterprise continuity was compromised by COVID shutdowns at dwelling and overseas are eager to make sure historical past doesn’t repeat and they’re motivated to put money into methods and processes to make sure that it could actually’t.
Here are 4
methods to make your contact centre more flexible in 2021.
Improve your agent coaching program
Scaling up means hiring further brokers however having further our bodies on board is simply useful in the event that they’re acquainted with your merchandise, providers and procedures. That’s the place a very good coaching program comes into its personal. It’s price taking the time to look at yours, to see how successfully and effectively it covers the fundamentals. Augmenting your periods with some real-life situations – good and not-so-good calls and interactions captured by your contact centre platform’s high quality administration system – can help new starters perceive what they’re in for and present steering and tricks to help them rise up to hurry sooner.
Invest in workforce administration software program
involves planning for future demand, the previous is usually a very good information. Start
mapping all exercise ranges throughout all channels, at each hour of the working
day and week. Down the observe, you’ll have the ability to use this intelligence to
predict, for instance, whether or not you’ll want 4 brokers or 40 on Friday
afternoons in May and optimise your roster accordingly.
Enable distant working
The 12 months of
the pandemic proved to Australian enterprise homeowners that distant working can work
and work nicely, throughout a number of sectors and roles. It provides huge flexibility
on two fronts. Firstly, it permits companies to broaden the pool of expertise
obtainable to them, courtesy of the truth that brokers not must be
situated inside travelling distance of the workplace. Secondly, it makes it simpler
for them to fill quick shifts, or shifts at unsociable hours, with prepared people
whose circumstances make it unattainable to decide to working 9 to 5 away
Migrate to the cloud
Meanwhile, scaling up rapidly, or certainly in any respect, might be difficult if you’re nonetheless counting on legacy software program to energy your operations. Migrating to a cloud-based contact centre platform will enable your enterprise to simply add brokers to the workforce, no matter the place they’re situated, and guarantee sudden surges in exercise don’t overload the system. Choose an answer that’s regionally hosted, nicely supported and has strong failover provisions in place and you’ll be nicely located to maintain powering on, within the face of no matter dramas and disruptions lie forward.
Fortune favours the flexible
one lesson 2020 hammered dwelling to SME enterprise homeowners it’s arguably this: there
aren’t any certainties in enterprise. Ensuring key components of your operations,
together with your contact centre, are as flexible as potential makes it simpler to
reply, restructure and get better when circumstances change all of a sudden.
Daniel Harding, Director of Australian Operations, MaxContact