Small contact centers are increasingly opening their eyes to the many advantages of processing, analyzing and utilizing data..
Organizing your teams and efficiently structuring your work can sometimes be a hard nut to crack. So how do you can organize and keep track of your business without wasting everybody’s time?
In contact centers, it is often the details that lead to the big difference.
We know that there’s a significant difference between calling inbound and outbound, but there’s also a difference between calling progressively, predictive and manual.
Even when it comes to the types of campaigns and leads you are contacting, there are essential details that you should pay attention to when organizing your employees effectively.
Identifying and segmenting the types of calls you’re going to make is always the first step towards a better organization.
When assigning the different types of calls to your agents, be sure to do it the best possible way.
You can either make a variation in the types of tasks that your employees are handling, such as switching them between inbound and outbound or simply allocating a certain type of task to the agents who are most content to solve them.
Some agents prefer the thrill of cold canvas and won’t take ‘no’ for an answer, while others are better at taking care of the more in-depth conversations where a potential customer is already deep into the sales funnel.
Some sellers are good at converting cold leads to hot leads, while others are best at closing a sale.
It requires a good overview and an eye for detail to allocate the tasks as efficiently as possible.
But in the end, your efforts will bear fruit, and your agents will be rewarded by achieving higher success in their work lives.
You need to take a deep dive into your lead pools and campaigns to get a better understanding of the underlying differences between each call you make.
If you work with outbound sales, consider how you plan and distribute your campaigns hourly among your agents.
Running a mix between different campaigns can make a big difference, especially if you have hard-sell campaigns and other campaigns that trigger one sale after another.
Getting everyone organized and informed about what they’re doing is probably the most crucial step. Otherwise, you will end up with a chaotic workspace where no one knows what they’re supposed to do.
Making specific user groups while using software tools can help a lot - it makes sure that everything is organized across all departments. These groups can consist of any of the existing roles within your company to make plans and arrange actions following current needs.
User groups serve multiple purposes. Firstly, it helps to define who is responsible for different tasks. Secondly, user groups can be used in coaching contexts where employees who have homonymous tasks will be able to organize and learn from each other, among other things, through platforms that allow sharing and learning.
Take it a step further by choosing flexible software solutions that allow you to customize each user’s interface. That will provide you with the positive side effect that you can minimize the complexity of the tools used for each employee in your team.
When working on more complex projects, it’s advisable to introduce project tracker software to your team. There are various tools available that can help you organize your tasks and make collaboration smoother.
We have listed a selection of good collaboration tools in this article.
You might ask yourself what multitasking has to do with organizing. A lot, actually. Organizing is also about creating an optimal space to get tasks solved in the right order, where multitasking often ends up being a go-to in complicated situations. The busier you are, the harder it will be to solve the tasks in the correct order.
Even though most people believe that multitasking is the way to go when it comes to rapidly complete your tasks, it’s false. You cannot put the same amount of effort into multiple actions when executing them simultaneously. Studies also find that multitasking actually can impair cognitive ability.
The best way to go about it is to prioritize your tasks and execute them one by one. Introducing tools that can help you organize your priorities in a simple manner is more useful than you think.
It is important that the tools you use are highly intuitive and designed to visualize when the specific task needs to be solved. Working with intuitive workflows reduces the risk of mistakes being made, e.g., duplication of work or agents forgetting to record important information.
When making an important decision in everyday life, you are most likely to rely on your previous experiences – so why exactly would you rely on anything else in your professional life?
Data and analytics are incredible assets to have on hand, so be sure to put them to good use. But use them with care and always with your goals in mind. Large amounts of data mishandled can lead to bad decisions.
If you want your business to become successful, you need to work with very well-defined KPIs and success parameters – and remember to keep track of them.
If you don’t have KPIs and parameters, it’s hard to know where you need to take action, and you risk overperforming at some points while lacking behind elsewhere.
Monitoring is a powerful tool for planning and distributing work, so you make sure you distribute your resources in the most efficient manner and reach your goals. It allows you to react quickly if you need to allocate your resources differently. The same rules apply to custom reports.
By customizing your reports and deleting redundant data, you’ll be one step closer to focusing on the important tasks and prioritizing the right way.
It’s important to make achievements visual for your team. Using a visual dashboard, like Plecto, allows you to motivate your employees through instant employee and team recognition on customized dashboards.
Make sure to follow up on your KPIs. Adjust them if you realize they are unrealistic - it’s demotivating for everyone to work with unattainable goals.
By making your successes visible, it’s also easier to celebrate them. And never forget to celebrate.
Wanna optimize your contact center workflow? Start your FREE trial to see how Adversus can help your business grow.
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