every minute COUNTS
By Karyn Close, Sr. Program Manager
Every minute counts when it comes to customer service!
Scheduling adherence is one of the main ways Alorica maintains efficiency as well as improves customer service. It is particularly important for ensuring a smooth transition between shifts and breaks. Without this we would not be able to provide a seamless experience for the customer. Something as small as a ten-minute shift in schedule can affect service levels as well as affect everyone else’ s break time.
500 Agents
Abiding by a schedule ensures everyone gets the same amount of break time, helps prevent agents from being overworked, creates a fairness overall to all of our agents, and maintains good service levels which helps the company stay in compliance.
Optimizing compliance is a very challenging task and requires the help and cooperation of all involved to ensure a fair and enjoyable work environment.
Let’ s look at an example.
If one agent was consistently short 20 minutes of worktime per day throughout the year, that would cost the company 83 hours of lost work and wages. Over a year’ s time this amounts to nearly 1,000 customer calls not handled by that one agent.
20 Mins of missed worked time a day
260 Working days in a year
2,600,000 MINUTES of MISSED Customer Support Opportunities and 43,333 Hours of lost work and wages
Now imagine, YOU are the CUSTOMER and you just called into that call center to get help with YOUR issue and NO ONE was available to take your call … EVERY MINUTE COUNTS!
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