1. Learn from changes in service level analyze the changes of the SLA
1.1. The Changes will help assist with the adjustments of break times to ensure there is proper occupancy
2. Ensure that the system is always working allowing the consultants to fulfill their daily activities and less calls are received from our business partners
2.1. Select team members that can check system before the day starts for the team
3. Improve first call resolution
3.1. Understand Your Issues and Fix Them
3.1.1. Weekly call listening forums with the team
3.2. Identify issues by looking into by holding extensive weekly meetings with the teams affecting contact centre productivity
3.2.1. Involving other business units in the Front Office space
3.3. Analyze the transfer call rate per consultant
4. Improve customer satisfaction
4.1. Improve consultant competency when there are changes going in on system
5. Teach the team about service level and how it affects the business
5.1. The more the team knows how their actions affect the service level the better
5.1.1. Include team in email stats sent to EXCO
5.2. Actively coach the team on how they can help meet their service level objectives
5.2.1. Regular one on one meetings and coaching sessions
5.3. Explain 80/20 service level agreements to the consultants and let it not only be a team leader function
5.3.1. Information sharing
6. Discover a purpose and meaning for the daily tasks set quarterly goals outside of daily responsibilities.
6.1. Review Standard Operating Processes regularly
6.1.1. Review these quarterly update with the changing system
6.2. Involve the consultants when it comes to changes than might be implemented so they feel motivated and a part of the business
6.2.1. When there are changes taking place include the Contact Centre in the testing
7. Analyze time used providing support on different channels, different queries and different products
8. Analyze the feedback received from the Electronic Member Scores received from clients
8.1. Have a dedicated team looking at the feedback to analyze what changes in the SOP’s need to halem
9. Training with changes and product launch
10. Optimize workforce management
10.1. Historical call volume trends
10.1.1. Analyzing historical call volume trends will allow for better planning for the team and better communication between the Workforce Planners and Management
10.2. Analyze Time agents spend on calls and after call work
10.2.1. With the results received from analyzing AHT we can then look at the types of calls received for possible adjustments on the required AHT times
10.2.2. Analyzing these calls will help develop what kind of training both staff and external clients(Brokers&Franchises) need
11. Increase schedule adherence
11.1. Consultants need to adhere to their scheduled breaks.
11.2. Team Leaders need to constantly monitor schedule adherence and make staffing adjustments accordingly.
11.3. Open communication between consultants and Team Leaders when it comes to schedule and or process changes
11.3.1. Treating consultants like adults
11.4. Currently only weekly meetings are held to discuss challenges experience in the call centre
11.4.1. Daily buzz sessions can be included for important issues
11.5. Build Adherence into goals and KPI objectives
11.5.1. Improved adherence can help improve SLA
12. Daily meetings with consultants
12.1. Better planning for the day and better communication within the team
12.2. Thoughtful Incentives current we are proving the consultants with money and they might need a day off
12.2.1. We discuss escalations and new processes and feedback from other teams