Does your workforce management team know what your agents do?

Have your workforce management staff stay current with what impacts your phone staff. Even if your workforce management team members have been call center agents, they may not remember what it’s like to take calls all day. And for your staff that have never taken calls, it can be an enlightening experience to spend some time on the call center floor.

Have your team spend time with the agents every so often listening to calls for a few hours to better understand the challenges the phone staff deal with on a day-to-day basis. This will also help with understanding what drives AHT and what questions to ask when anomalies in call volume trends or AHT trends occur.

Additionally, it can help bridge relationships with the phone staff if they feel that the WFM team has the interest and concern in fully understanding their job.

Note: This tip provided by SWPP Board Member Sandra McFatridge of Medco Solutions. She may be reached at Sandra_mcfatridge@medco.com.

Have a Bright Idea?

Send it to editor@swpp.org.

For those selected for publication in either the newsletter or SWPP web site,
we'll send you a free SWPP polo shirt!

Copyright ©2010 Society of Workforce Planning Professionals. All rights reserved.