Black Friday, Black Week, Black Month or Black Season for Quality?
I know from personal experience that gearing contact centre resources up for your peak seasons, particularly in retail environments be an annual headache. With weekly contact volumes being up to 60% higher than those in 8 weeks time, you are probably pulling all the levers right now to make sure your contacts get answered within agreed service levels and then working out how to ‘lose’ excess resource in the doldrums of late January. Have you managed to increase your quality monitoring at the same rate though? Maybe you are using supervisors to support your QA team or reducing monitoring ratios?
Centrebound provides objective, reliable and flexible CX and compliance monitoring all year round at a cost that is often significantly lower per cost of contact graded that resourcing in-house. Our own resourcing strategy allows short notice increases in QA monitoring of up to 60% with no long-term commitment. If you would like one less headache this time next year and potentially realise a cost saving too, then please get in touch with me now or if more convenient, when the peak has passed!