Brooks improves call center effectiveness by leading the effort to transform the rich quantities of data available in the call center environment into useful management information. This information is, in turn, used to identify fundamental issues such as: variability in call representative performance, capacity imbalances, excessive queuing time, significant percentage of dropped calls, low sales conversion rates, executive and department misalignment, outdated incentives, and training needs.
By aligning expectations, enhancing individual and organizational capabilities and linking rewards to desired behaviors, Brooks has brought about dramatic improvements in call center effectiveness, both inbound and outbound. These quantifiable gains are measured using key performance Indicators to balance service, quality, and productivity.
Our Stage I Opportunity Assessment identifies the specific performance needs. In the subsequent Stage II Implementation, some or all of the following techniques may be employed to drive call center effectivenes :