The Customer Touchpoint
Scheduling and Staffing Software Can Help
One tool that can help maximize contact center staff time is scheduling and management software. We see a significant difference in the cost per call for those companies using a scheduling package compared to those who don’t use it. From our proprietary research, we have found that companies using contact center software experience a cost per order in the $3.30 range, while those not using it are faced with costs in the $3.95 per order range.
Reduced call abandonment is another benefit of implementing a scheduling package. Our research shows that catalogers using such a package saw their abandonment rates drop from, on average, 5 percent to 3 percent when using the scheduling software. An abandonment rate of 3 percent or less is considered best-of-class service.
Most of the sophisticated and effective packages available focus on the overall management aspect of the contact center, as well as the details of the scheduling function. There are many companies that offer appropriate software solutions.
Below we’ve listed four of those that often are mentioned by the segment of catalog companies represented in our research. Please note: F. Curtis Barry & Co. does not endorse any of the products mentioned. You’re encouraged to perform your due diligence and select the solution that’s right for your contact center and budget.
• Blue Pumpkin Director Enterprise is a forecasting and scheduling product designed to help optimize your contact center’s schedule. It uses an integration platform to collect data from key contact servers for forecasting, scheduling and reporting. It provides agents with desktop access to information such as schedules, time-off requests and shift swapping. Visit www.bluepumpkin.com.
• TotalView Workforce Management Solutions from IEX Corp. provides a centralized platform for optimizing the performance of your contact center. It helps your center forecast and plan more accurately and schedule more effectively. The software supplies real-time information, integrates data seamlessly across your enterprise, and automates many time-consuming and labor-intensive processes. Visit www.IEX.com.