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Contact Centers Simplify Operations With an IVR Service Provider

April 17, 2012
By Susan J. Campbell, TMCnet Contributing Editor

There are simple methods for simplifying the way an IVR service provider can manage a contact center yet still optimize or improve performance. Plus, everything an IVR service provider does will be undermined if the right culture doesn't exist. Don't try to work against the culture, that's just going to take away valuable resources, waste time and not product the results that an enterprise is looking for.


According to this inContact blog, when call centers start with the culture, and are looking to improve customer loyalty, they need to make sure that is the message employees get when they first walk through the door. From the time they look at the ad, visit with the employment recruiter, go through the interview process and go through the new hire process, they should see customer loyalty.

It should be all about improving customer loyalty if that's what the call center is looking to accomplish with the IVR service provider. When the right culture is in place, accomplishing quality customer care goals will be easier.

The organization should also define what success looks like. If a call center wants to improve performance in a particular area they need to think about what it looks like to be successful today. Otherwise managers can spend a lot of time on activities throughout the day in the contact center and not ever find the ability to communicate milestones or communicate accomplishments and will leave at the end of the day frustrated.

There is a gap in the clear understanding of progress or communicating with the team what success looks like. Contact centers with an IVR service provider need to set priorities. In contact centers there are so many different metrics that are looked at and measure staff to, it is impossible for managers and employees to really accomplish 25 different goals or look to move 25 different levers.

As a result, it’s critical for managers and team members to really understand what accountability means, what branding is and what the company is trying to present. It’s critical that these leaders find out where the contact center needs to focus. They can then set those priorities and set three main KPIs to hold the team accountable for, and it will yield high results.

Knowing the team and playing to their strengths can be a real game changer. Like any good coach knows, each team member brings strengths to the organization. One may be fantastic at customer service and another may be technically adept while another one struggles with engaging customers but has amazing product knowledge.

Contact centers can use those different skill sets and pair individual agents in the right position to mentor each other. They can also utilize resources to make the best of the team situation and the skills they bring to the table.

Finally, every good contact center using an IVR service provider should celebrate the unexpected. Sometimes contact centers have specific goals and KPIs, but when trying to simplify resources and not add additional work, it's important to celebrate things that are happening on a regular basis that lead to success.




Edited by Amanda Ciccatelli



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