Top Four Indicators that You Are in an “Accidental Contact Center”
Has the volume of your team’s tasks grown? Has managing and coaching your team become more difficult? Are positive customer experiences becoming less consistent? Was it clear sailing, and now it seems pretty hazy?
Salesforce has been adopted by many small customer focused teams that are leveraging Service Cloud to handle customer interactions and related work tasks. Many of these teams are growing in size, as they see a tremendous increase in the number of inquiries that need to be handled, as well as the increasing demands for great customer experiences in this new age of the customer.
This growth in the volume of inquiries and team size causes the management time per person to drop and the level of cherry picking to increase. As these issues creep in to the point that the team’s ability to function suffers, you find yourself in an Accidental Contact Center.
These are the top four indicators to identify whether your team is in an Accidental Contact Center:
- Less work completed by your team
- Increase in errors and processing time
- Less management time to supervise, coach and train
- Increase in customer frustration
If you experience these issues, then picking and pulling work from a Salesforce queue isn’t good enough. Replacing it with a method of “pushing” work and interactions needs to be considered.
However, not all teams find themselves in an Accidental Contact Center. If your team is small enough, and not linked to other larger teams, then there is likely no reason to go to a “push” model.
Here are some tips to make a pull model effective:
- Use a common application among team members, such as Salesforce, to centralize all customer information.
- Move away from ad-hoc methods of working and reduce the variety of work habits, by setting up consistent guidelines and processes for team members. This also makes the coaching and training easier.
- Define and measure team performance and customer experience. This allows for the comparison of team members and makes it easier to determine who needs coaching or training. Then, monitor to see if the above changes improve the overall customer experience scores.
- Check periodically for volume growth of tasks and interactions performed by the team, as well as growth in team size. If tasks become difficult, or scores start to waver, then it might be time to consider a “push” model.
Learn more about the “Cherry Picking” issues here.