Consider Your Center As A Production Line

Might think this is crazy – there is no way your center is like a production line in a factory. Yet, when you look at how a production line functions – work gets passed down a line and the end result should be a defect free quality product – you can draw some similar analogies. For example in a contact center an incoming call needs to go through some processing before it is passed to agents who processes the data then either ‘completes’ the process with a satisfied customer, or passes the customer on for further processing.

In a production line it is sometimes easy to spot problems and where they occur, In a contact center it may be harder so think laterally. If you are not getting as many calls today as normal, could there be a problem with the ways calls are processed by the ACD or IVR? If too many calls are not being completed is there a problem with the information you give to agents? Getting too many repeat calls could mean that the quality of the first response a customer gets may not be good etc.

So start thinking like a production line and break down all the steps customers go through so you can see what is going on and where the problems are.

Source: http://www.contactcenterworld.com/tips.aspx?id=38c088402ae9493fa69942a024878c0f

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