Managing a Call Center in 2020

Hot Takes by Jake Bush, CEO of INFOCU5

Host

Christian Montes

Executive Director of Sales

How do you effectively balance the number of employees in your call center? What are the new and efficient ways to keep agents engaged and productive? Learn from Jake’s wisdom below!

Christian Montes | Host

Jake Bush | Guest

Guest

jake bush infocu5

Jake Bush

CEO of INFOCU5

Managing a Call Center in 2020
Hot Takes by Jake Bush, CEO of INFOCU5

Stories of the Call Center

Host
Christian Montes
Executive Director of Sales

jake bush infocu5

Guest
Jake Bush
CEO of INFOCU5

How do you effectively balance the number of employees in your call center? What are the new and efficient ways to keep agents engaged and productive? Learn from Jake’s wisdom below!

Jake:

When you’re in the call center space, it’s the attrition and the hiring – I mean it’s a beast!

To have the right staff, at the right times.

You either have way too many agents that are sitting around twiddling their thumbs – as employees they’re a massive sunk cost.

Or on the other side you have a couple hundred calls in queue and then your customers are pissed you know because of the service levels. Right?

This article is part of our podcast series. Listen to it here:

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Scaling Up and Down & Direct Response

In the call center space, you live in this world where it’s nearly impossible to scale up and down to the demand and the volatility of direct response.

So that was probably between transparency of all the dots and all the disconnected pieces as far as data and all the human elements in terms of scaling up and down to meet the needs of this volatile environment that we live in. Which is direct response.

You need to meet the inefficiencies of two worlds. One world is: I don’t always need you. The other world is: I have a bunch of people that are not always doing something.

Christian Montes

Direct response is a beast and I think it’s a very niche market that’s difficult to understand and very difficult to perfect.

In the call center space, nobody can do that. It’s just not possible.

Using Innovative Software to Help the Call Center Space

What we’re starting to get into is what’s possible by bringing everyone together. Bringing call centers who used to look at each other as competitors, have them use software like INFOCU5 for their internal operations.

Then when they have a ton of agents sitting around with nothing to do, they can tap into this marketplace through the software and fill that empty space so that they’re getting the best utilization out of their agents.

And then on the flipside if they have a hundred calls in queue, they also have this marketplace to overflow to and it’s in this very controlled environment.

At the end of the day it’s about bringing people together.

Allowing More Call Centers to Work Together

At the end of the day it’s about bringing people together, not coming out there and being disruptive and competing against everybody.

More so being disruptive by changing the norm and allowing call centers to work together. Because at the end of the day it’s really – it’s the agent on the other side that makes the difference, not what company that agent works for.

The Agents Make the Difference

Christian:

They’re the face of the business. They are the voice of the business. They are the one that is your business in that moment. And that really is your client’s experience.

How they experience that will make or break whether or not they’ll do business with you and how much they’ll spend with you over time and if they’ll still continue to be a business with you. And especially if you have other products or services, whether or not there’s an opportunity to continue that relationship. That’s huge.

You need to meet the inefficiencies of two worlds. One world is: I don’t always need you. The other world is: I have a bunch of people that are not always doing something. In a sense – how do you marry those two together in a more transparent, clear way. That’s awesome.

Conclusion

How do you manage the ups and downs of employee hiring and attrition? Is your experience similar to Jake’s?

We’re eagerly looking forward to discussing the specific challenges your call center is facing – so drop us a line in the form below and we’ll be sure to get back to you!

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