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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