BEST PRACTICES - OpsDog
BEST PRACTICESA Collection of Best Practices for:Call CenterIncludes Detailed Best Practices for:- Call Processing & Issue Resolution- Workforce Management- Call Center Technical Support- Call Center Training & Coaching- IVR/VRU Development & MaintenanceABRIDGEDReady toSlearn howAMPthe bestLcompaniEContactes opeus wCall: 844 e can help.-650-28Email: info@opsd 88og.comrate?Prepared for J. Smithwww.opsdog.cominfo@opsdog.com844.650.2888
Table of ContentsCall Center Best PracticesSA MPLECall Center Best PracticesCall Processing & Issue Resolution 2Workforce Management 13Call Center Technical Support 25Call Center Training & Coaching 31IVR/VRU Development & Maintenance 40This content may not be copied, distributed, republished, uploaded, postedor transmitted in any way without the prior written consent of OpsDog, Inc.1 OpsDog, Inc.
SA MPLECall Processing &Issue ResolutionCall CenterCall onWorkforce ManagementCall Center Technical SupportCall Center Training & CoachingIVR/VRU Development & MaintenanceThe Call Processing (Inbound/Outbound)and Issue Resolution function handlescalls received and calls made in the CallCenter, routing them to the appropriatedepartment or subject matter expertfor resolution. For inbound calls, basicinformation about the customer iscollected and the call reason is identifiedso that the issue can be resolved. Foroutbound calls, Call Centers can act asa gateway for contacting customers tocollect information about their level ofsatisfaction, provide transaction details,connect with prospective customers(sales), or aid in fundraising. Thisfunction’s main purpose is to resolvecustomer or client issues (technicalproblems, account errors or questions,complaints, disputes, etc.) efficientlywhile also providing top notch customerservice.2
SA MCall Processing & Issue ResolutionPLECall Center Best PracticesBest Practice 1-ADevelop an Online Knowledge Base that Answers Common Questions and Issues toImprove Customer ExperienceDevelop an easily searchable online knowledge base (FAQs, Intranet based resources, etc.) for the organization that allowscustomers (both internal and external) to find answers to common questions and issues. Ensure that the online knowledge baseis clear and easily understandable (i.e., use clear, concise and easily understandable language as well as easy to understandnavigational features such as drop-down menus, etc.). Furthermore, ensure that the knowledge base is periodically updated basedon newly added plans, feedback from customers (internal or external) and common inquiries.Typical Practice (the Status Quo): Answer all questions or inquiries from customers (both internal and external). Use astandardized script that details concise and easily understandable answers to the questions that are asked most often to streamlinethe process and ensure that communications are consistent.Benefits of this Best Practice: Creating an easily searchable and understandable online knowledge base (FAQs, Intranet basedresources, etc.) allows customers (both internal and external) to quickly find answers to common issues and simple inquiries. Thisnot only reduces the amount of time customers spend searching for answers, but it also frees up call center representatives to fieldmore customer calls.Related KPIs: Average Handle Time (AHT), First Contact Resolution Rate, Abandonment Rate, Average Hold Time, Calls Handledper Representative, Average Customer Call FrequencyContact Us for Benchmarking Data, Reports, & Other Analytical Services info@opsdog.com 844.650.28883 OpsDog, Inc.
SA MCall Processing & Issue ResolutionPLECall Center Best PracticesBest Practice 1-BEducate Customers on Alternate Contact Channels to Improve Service, Reduce WorkVolumesEnsure that call center representatives inform customers about all available alternate contact channels (such as email or onlineportals) to reduce potential follow-up calls. This not only frees up call center representatives to field more calls, but also ensurescustomers are provided with the ability to descriptively write out any questions they may have which may not always be providedwhile over the phone. Informing customers of other alternate contact channels, furthermore, provides customers with the opportunityto visit the organization’s online knowledge base (typically provided in the form of FAQs) which may answer any further questionsthey may have.Typical Practice (the Status Quo): Ensure that call center representatives answer and handle all incoming calls, whetherthey’re new or repeat callers (includes calls made to answer an inquiry, to purchase a product, to resolve an issue, etc.). Whilerepresentatives should focus on increasing their first contact resolution rates, some follow-up calls concerning inquiry or issueresolutions are seen to be inevitable.Benefits of this Best Practice: Many customers believe that the best way to contact organizations is by contacting their CallCenter. Unfortunately, this can bog down Call Centers with repeated calls (this can be due to unsatisfactory first contact resolutions,customer inquiries, complaints, etc.), which increases hold times and customer dissatisfaction. To move away from this, call centerrepresentatives should inform customers of all available alternate contact channels (such as email or online portals). This not onlyreduces the potential for follow-up calls (thus freeing up call center representatives to field more calls), but it also ensures customersare provided with the ability to fully describe the issue they’re facing or question they’re having, which may be misinterpreted ormisunderstood over the phone. Informing customers of alternate contact channels, furthermore, allows customers to view theorganization’s online knowledge base (typically provided in the form of FAQs) which can answer many commonly asked questions,thus reducing the necessity of contacting the organization at all.Related KPIs: Average Handle Time (AHT), First Contact Resolution Rate, Abandonment Rate, Average Hold Time, Calls Handledper Representative, Average Customer Call FrequencyContact Us for Benchmarking Data, Reports, & Other Analytical Services info@opsdog.com 844.650.28884 OpsDog, Inc.
BEST PRACTICES A Collection of Best Practices for: Call Center Includes Detailed Best Practices for: - Call Processing & Issue Resolution - Workforce Management - Call Center Technical Support - Call Center Training & Coaching - IVR/VRU Development & Maintenance www.opsdog.com info@opsdog.com 844.650.2888 E. 888 m Prepared for J. Smith
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The Global Association for Contact Center Best Practices & Networking www.ContactCenterWorld.com THE BEST PRACTICE SERIES Nov 11-15, 2013 Benchmarking, Networking & Best Practices IN THE CONTACT CENTER WORLD TOP RANKING PERFORMERS BEST PRACTICES CONFERENCE & AWARDS WORLD'S BEST LAS VEGAS . Kansas City Call Center
Within each category, the Election Security Best Practices Guide separates the recommendations into two levels according to their criticality to help Election Authorities prioritize the implementation of the practices: (1) Priority Best Practices and (2) Standard Best Practices. Priority Best Practices are urgently critical and form the .
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9 of these Best Practices were rated as no longer effective and are recommended for deletion In addition, Focus Group 1C is proposing 2 new Best Practices to address gaps identified by the Focus Group Recommended modifications to the Best Practices and new Best Practices are included in Section 8.4 of this report. 3 Background
Scrum Development Team A self-organizing, self-managed cross-functional team responsible for delivering commitments from the Product Backlog. User Stories Describe what the end product and its components should accomplish at the end of development. A product will usually have multiple user stories. Product Backlog A list of features or technical tasks which the team maintains and which, at a .
