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Lack Of Management Holding Back Potential Business Benefits Of Virtual Contact Centres

15 Nov 2007

Measuring performance and change management are key to business

Handled incorrectly, the benefits of migrating to a virtual contact centre (VCC) environment cannot be realised, warns interaction intelligence software developer, Exony. The company has launched a Best Practice guide to help organisations get the basics of measuring and managing processes in the VCC environment right so they can capitalise on the financial, environmental and HR benefits.

Virtual contact centres enable these benefits by incorporating agents from multiple sources, such as home and back office workers, third party outsourced agents and staff in other geographical regions.

Exony argues that VCC supervisors face two significant difficulties when adapting to the virtualised model, namely:

· Measuring the right performance and resource data to identify service issues within the VCC
· Planning and arranging changes to the VCC to respond to service demands or unforeseen events

“Planning resources when integrating a VCC can be problematic, but it needn’t be,” said Rex Dorricott, CEO and co-founder of Exony. “Contact centre managers understand that they must be able to measure and manage data to be able to meet the demands of fluctuating call volumes, workforce changes, unexpected events and new business strategies. However, many lack the technology or resources to be able to make business improvements. In our Best Practice guides we aim to alleviate this burden.”

The second part of Exony’s Best Practice series, advises organisations wanting to successfully adapt to the virtual environment they need to deploy technology that:

· empowers the people who are best placed to implement the required agent changes immediately, namely VCC managers and supervisors
· provides operators with the reliable real-time and historical data they require to plan updates, react straightaway and examine the effect of their changes
· allows managers and supervisors to move, add and change agents throughout the VCC instantly and effortlessly
· enables VCC operators to prioritise changes appropriately, for example, to match such factors as skills, agent quality, and shift patterns
· permits resource changes only in secure partitions, basing configurations on different authorities and responsibilities

The Exony Best Practice Series, issued monthly, can be downloaded from www.exony.com