Do you want to create a modern, multi-channel Call Center? As you surely know, this requires the introduction of an omni channel strategy to customer service. The times when consultants served all clients by phone are long gone. Currently, companies offer support through various channels. A multi-channel Call Center gives the possibility of customer service at a higher level, and at the same time a huge potential for the development of the company. However, in order for omni channel to be effective, you should adapt the appropriate strategy tailored to your organization. What is worth remembering when considering the selection of appropriate techniques for a multi-channel Call Center?
Method # 1: Time Period
By using time slots in an omnichannel strategy, you can schedule specific times of the day when consultants will handle specific media. The Time Box is the only good option to control the work of your consultants, while avoiding “manual” assigning them to channels. To properly apply this method to a Multi-Channel Call Center, follow three simple steps:
- Determine the needs of your staff on each media, taking into account the number of customers and the current level of service on each channel.
- Apply Workforce Management, a technology that optimizes team operations. This way, you will identify the appropriate schedule on each channel.
- Make sure consultants follow the schedule. When scheduling a shift, you can do it manually or with routing that will automatically assign tasks based on the schedule.
In order for the Time Box method to work, it is necessary to know the amount of work in each time interval. Workforce Management should also be properly implemented. This will not only help you plan the work, but also take care of the staff, taking into account holidays or sudden absences.
Method # 2: Interleaving the media
Interleaving is the most flexible method of dealing with a variety of tasks. The Multi-Channel Call Center focuses on the interweaving of activities. Each platform used will be linked to the others, which ultimately leads to high consistency in reception. Such interweaving requires, regardless of the carrier, a view of the consultant’s availability and an action aimed at appropriate interaction (working for him). If you allow routing to automatically “switch” agents based on algorithms and the current situation, you will be prepared for a sudden change or “jump” during the day. Media interleaving allows you to consider priorities – that is, which channel is more needed at any given time. You can understand this by wondering which interaction would be more important to you. E-mail from an important customer, a loyal customer waiting for a call, or a potential customer on your site who has requested a chat? The interweaving of media in a multi-channel contact center enables the maximum use of personnel. Thanks to this, you can also automatically increase the work of your consultants on a given channel.
Method # 3: Multitasking
Multitasking is an important skill for any consultant. Thanks to it, the consultant does not wait for the customer’s response to the last sent message, but in the meantime deals with another interaction. Chat, e-mail, phone calls or social media interactions – customer service across all channels requires multitasking. However, it is important to know the border. So how many tasks and what type can you assign to an agent to be considered busy? There are several ways to properly use multitasking in a Multi-Channel Call Center:
- Make sure that a multitasking consultant does not negatively affect the quality of customer service. Monitor its response time and quality of interactions with questionnaires and quality management tools. The basic rule is one to three interactions assigned to a given consultant.
- Measure consultants’ effort. Focus time is the time the consultant actually spent interacting.
- A longer than expected time of focus may cause a time shift in a given interaction.
- Share work correctly – avoid chat work and simultaneous real-time voice calls.
Remember to treat each consultant individually. Just because one person is able to do several interactions at once does not mean that someone else will be able to do the same. A multi-channel contact center requires measuring results so that you can distribute work fairly.
Method # 4: Multimodality
Multimodality in the context of customer service means receiving information both verbally and visually. Multimodality is, in short writing, meeting the client right where he is. Enabling consultants to use multiple service channels at the same time means for the client the least effort and the most effective communication. The multi-channel contact center provides consultants with tools that enable effective work using this model. Multimodality can be used in many ways:
- Sending an SMS with the number of sales confirmation made by phone.
- View the email that is referenced in the customer’s message.
- Adding a voice if the chat conversation becomes too complicated.
Your clients should always be able to choose the method of communication that is most convenient for them. Your only task is to adapt – that’s what omnichannel makes possible.