Call Centers Are about Intervals – Not Days, Weeks or Months

You have to  look at every single half-hour or hour interval in the contact center  as an opportunity to make sure that all agents are going to be able to deliver on their moment of truth. It starts with the basics of staffing.  A lot of the technology available to call centers focus on  intervals.  These tools help make sure that  the  right call goes to the right person at the right time.  It’s up to the leadership team  to  ensure you  have the right number of people by interval throughout the day. 

There is a quote that I love from a recognized marketing expert and author, Seth Godden: “The opposite of remarkable is very good. Very good is an everyday occurrence and hardly worth mentioning.”  That’s why more and more people are saying that if your customers are satisfied, they are at risk. 

Use your call center to create real loyalty.  Satisfaction is an enabler to loyalty but your focus has to be on every single interaction..and this happens in every interval of the day.  

Ask yourself –
“Are we doing everything we can to deliver the moment of truth in every interval?” 
“Are we taking lessons from each moment of truth and using what we learn to improve our processes going forward in every interval?”  
“ Are we creating an environment that  fosters   loyalty among everybody  who is calling our contact center in every interval?”

If you don’t focus on getting it right in every interval, you’ll always be chasing satisfaction vs.  enjoying loyalty.   And, you just might find that by getting the basics right in every interval (staff, quality, leaders focused on the future, etc),  cost will be lower – yes, reduce cost and increase loyalty by getting the interval enablers in place…for every interval. 

 

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Join call center leaders and industry experts at the 4^th Annual Call Center Summit, taking place January 26-29, 2009 in Orlando, Florida. The Call Center Summit focuses on customer focused strategies for financial success. Successful practitioners  will teach you how to navigate through a sea of technological obstacles, process challenges, and budget restrictions to deliver a great customer experience, retain customers, and drive revenue. The conference features 2 live case studies during the site tours of Disney Destinations and Contact Centers of America. Case Studies will show you step by step how companies have successfully moved their call centers to the forefront of company business. For more information, view the brochure at www.callcenterevent.com/brochure.php

 

As a reader of this blog, you will receive a 15% discount off the standard conference price by mentioning code IUS_SLG_#001. Register by calling 1-800-882-8684, emailing event marketer, Nisha Prasad at nisha.prasad@iqpc.com, or visiting www.callcenterevent.com