Tag Archives: Sikorski’s Think Abouts

BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 5

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Here is #5 of my Call Center Design series . . .

Climate – Common Issues to Avoid

  • No regard for SBS (Sick Building Syndrome)
  • Dirty filters
  • Closing air vents

Climate – Helpful Hints

  • 70-72 Degrees Fahrenheit
  • Keep HVAC systems on at night and weekends
  • Use outside air from the roof not from the bottom of an airshaft
  • PC with Monitor is the equivalent of 1.5 bodies

Lighting – Common Issues to Avoid

  • Glare
  • Solid plastic lens covers
  • White or black work surfaces
  • No alternate light control
  • No automatic shut off

Lighting – Helpful Hints

  • 35 foot candles
  • Indirect lighting
  • Clean monitor screens regularly
  • Teach staff how to use PC controls

Furniture – Common Issues to Avoid

  • Too trendy
  • Staff never asked for feedback
  • Too personalized
  • Staff not taught how to use
  • Poorly organized

Furniture – Helpful Hints

  • Should last 10 years
  • Standard components
  • Forget the gadgets
  • Manufacturer Mock-up
  • Chairs must have arms, be back and seat adjustable, well cushioned

This week’s discussion with your employees –What can we do to make our office more comfortable?

This is the last of my Call Center Design series and I do hope you have taken away some “Think Abouts” for your next redesign.

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

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BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 4

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Here is #4 of my Call Center Design series . . .

Layout – Common Issues to Avoid

  • Insufficient training space, lounge space and conference rooms
  • No
    • Reference library
    • Counseling/Project/Quiet rooms
    • Interaction status monitors/reader boards
  • Uncoordinated color schemes
  • Wrong traffic patterns
    • Lounge
    • Bathrooms
    • Time Clocks
    • Storage Area
    • HR Area
    • Training Area

Layout – Helpful Hints

  • 30->45 square feet per agent
  • Functions of the agent workflow is the core of the design
  • Interview your staff

Acoustics – Common Issues To Avoid

  • No panels or they are too high/too low
  • Painted walls
  • Solid plastic lens covers
  • Painted ceiling tiles
  • No trees or plants
  • Pictures with glass

Acoustics – Helpful Hints

  • Install white/pink noise
  • Ceiling tile Noise Reduction Coefficient
    • .9 Open Space
    • .5 Closed Office
  • Ceiling Height minimum 9’

Next blog will be about Climate, Lighting and Furniture.

This week’s discussion with your employees –What do you like best/least about our office design?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 3

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Here is #3 of my Call Center Design series . . .

Operational Structure of the Center must be considered

  • Operation Goals of the Agents
  • Supervisor to Agent Ratio
  • Updating Reference Materials
  • Types/Amount of Meetings
  • Interaction Volume – Calls, Emails, Web Chats, etc.
  • Traffic Patterns

What are your Support Areas

  • Training
  • Employee Lounge
  • Reference Library
  • Time Clocks
  • Counseling Rooms
  • Sick Room
  • Copying Facilities
  • Recreation Needs
  • Technology Needs

Workstation “Think Abouts”

  • Single “Cubby” vs. Pods
  • Ample Room/Easy Access
  • Amount of Personalization
  • Wires
  • Chair
  • Fire Retardant
  • Electrical
  • Rearrangement

Next week I will blog about Office Ergonomics – Layout and Acoustics

This week’s discussion with your employees – “what’s right/wrong about their individual work space.

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: SPEECH ANALYTICS

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For me . . . the most exciting evolution in Call/Contact Center technology is speech analytics and here is why:

  • Fine tuned to the point where if a certain word is used the interaction is recorded
  • Identifies the emotion in the voice
  • Converts voice to text
  • Searchable data
  • Sends real-time alerts to supervisors
  • Monitors the entire customer experience
  • Unlocks the information buried in customer conversation

Applying speech analytics enables you to focus on key issues that matter most.

You can drill down to the root causes of customer and agent issues and concentrate on problems that impact company wide performance.

Speech analytics is a powerful tool and should  be used to place customer needs front and center:

  • Improve processes
  • Empower agents
  • Identify
    •   Service issues
    •   Trends
    •   Product needs
    •   Product problems
    •   Strategies

This week’s question for your employees – Explain speech analytics, ask how they feel about this technology and how would it benefit your company?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY

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A formal policy should be in place and detail:

  • Performance Guidelines
  • Tools and Measurements
  • How reviews and scores will be communicated

Here are the components:

  • Performance Evaluation Policy Form
  • Performance Standards (Calibration) Chart
  • Quality Monitoring Form
  • Performance Evaluation Form

If you would like samples of these forms, please send me your email and I will gladly share . . .

Trends in Quality Assurance:

  • Less punishment more training
  • Cheaper data storage
  • Helps the rest of the business
  • Integration with other systems
  • Customer surveys and be sure to share with your staff
  • Screen capture with recording
  • Speech analytics

This week’s question for your Supervisors – Do we have sufficient staff reviewing employee performance?  If not, what is your plan to prove why you need more?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – BASICS #1

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Key operations point for your Customer Care Center:

  • Customer experience as your primary goal
  • Service as a product
  • Employees as your greatest asset
  • Quality as everyone’s responsibility

Contact centers are shifting the focus of key performance indicators from quantitative to qualitative measurements.

The number of calls handled in a busy hour, average talk time and wrap-up times are losing their importance.

Service Savvy customers expect:

  • Personalized service
  • To do business at any time and on their terms
  • Customer intimacy
  • Raised standards of service
  • Operational excellence
  • Innovation

Why innovation?

To Innovate . . . is to Improve

Meeting the needs of your customers can only be achieved with a robust . . . QUALITY ASSURANCE PROGRAM.

  • Verifies how your contact center is performing
  • Identifies your purpose and processes
  • Determines your goals
  • Improves customer contacts and agent performance
  • Data analysis assists you with
    • ŸTraining Evaluation
    • ŸProducts and Services
    • ŸMarketing Campaigns
    • ŸAgent Use of Technology
    • ŸPerformance Trends

This week’s question for your employees – When was the last time you updated your QA Program?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – TELEPHONE DO’S and DON’TS

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Suggest discussing these at your next staff meetings . . .

  • DON’T make a business call unless there is a good reason for it
  • If you dial a wrong number, DO make a sincere apology instead of just hanging up
  • DO think about your diction and the quality of your voice when you begin to speak over the telephone
  • DO get to the point on a business call and be brief – most of us do not have the time to chit-chat
  • DON’T remain totally silent when the other person continues to speak.  Make some type of conversational response, even if it is “yes” or “I agree”
  • DON’T eat, drink or chew gum while on the telephone – sounds are magnified and it may subliminally tell the caller you are not paying attention
  • When you are talking on the telephone, DO give the caller your full attention
  • DON’T make side remarks to a co-worker when you are on the telephone with a customer
  • When you have a visitor in your cube or office, DON’T take any calls unless they are genuinely urgent
  • When you have a visitor in your cube or office, DON’T continue to look at your monitor for emails or your cell for emails or texts
  • If you are visiting someone in their cube or office and an urgent call interrupts them, DO offer to leave
  • DON’T cough or clear your throat on the telephone
  • DO end your conversations on a pleasant note
  • When transferring calls, DO give the caller an explanation as to why and the name of the person and extension you are transferring to

This week’s question for your employees – What should we add to this list?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts