Supervisor, conductor of contact centers
Revolutionizing customer relations since the 1980s, contact centers, also known as “customer relationship centers” or “call centers,” operate under an unchanging principle: combining human skills and technology to respond in real time to various customer needs, often desiring an immediate, clear, and precise answer.
These organizations delegate to teams of tele-advisors the complete management of repetitive actions, regularly tapping on a computer keyboard or a phone. However, these actions cover a wide spectrum. From prospecting to phone assistance, any task involving direct contact with the customer is considered essential. Moreover, the operational objectives aimed at through the execution of these recurring missions are broken down into two aspects:
Quantitative: responding to a maximum of requests and calls received in a limited and calculated time to achieve optimal objectives.
Qualitative: ensuring, at the same time, the quality of customer service under various parameters such as speed, advice, efficiency, and friendliness. All these factors play a crucial role in attracting and retaining customers.
The supervisor, the linchpin of 2.0
The supervisor is an essential link in the organizational chain of customer relationship centers. By embracing a pronounced role as an expert responsible for training agents and advisors, they ensure the smooth running of operations and the daily monitoring of productivity objectives. Generally, the computer system at their disposal tracks the performance of each advisor based on a set of indicators (number of calls, abandonment rate, average duration of communications, etc.). The supervisor relies on these valuable tools to ensure daily monitoring and regulation of activities. Hence the necessity to deploy a comprehensive customer relationship management solution, beneficial for both the agent and the supervisor! Nevertheless, their primary objective remains clearly productivity, thus promoting faster communication rhythms among agents and ensuring they do not engage in other activities. Continuous monitoring can create suspicion, even distrust on the part of the agents. It could easily be seen as a role of “tormentor.” But that’s far from the truth! Equipped with the right tools, they will instill best practices to enhance customer satisfaction. For this, close monitoring is necessary. By taking into account all the indicators at their disposal, they guide their team towards operational excellence.
The supervisor, the cornerstone of customer relations
A simple foray into a contact center gives the immediate feeling of a hive in full activity! The movements on the phone floor are lively, the silences are brief and the questions posed to the supervisor are short and incisive. Not a moment to lose. The supervisor takes care to answer the questions of their team, but the waiting time for the customer must not exceed an acceptable limit. However, beyond monitoring performance indicators, the supervisor also embodies the company’s values and conveys them to their team. They centralize the needs detected during monitoring, performance reviews, or feedbacks to implement personalized action plans (training, workshops, interventions, etc.). Moreover, the role of supervisor requires good interpersonal skills, real listening abilities, and exemplary communication skills. Nevertheless, exemplarity does not mean perfection. The role of the supervisor is to promote authenticity and a certain professional ethics. Showing indulgence towards others and oneself or recognizing one’s mistakes is also a form of appreciated exemplarity! Equipping oneself with the right supervision tools is a key element, complementing these various actions. For instance, coaching and whispering tools allow supervisors to real-time guide their agents, aiming for a higher quality customer response.
With ViaFlow, enjoy a 360° view in real time
To improve your customer relations, ViaDialog offers real-time supervision of all actions conducted by agents through the ViaFlow solution. With the dynamic supervision module, ViaFlow enables supervisors to provide substantial assistance to their advisors during a call (whispering and/or direct integration of a customer call). The supervisor thus becomes an enhanced supervisor, just like the enhanced agent! In the future, advancements in Speech-To-Text engines will even allow for assistance in selecting conversations to listen to. Additionally, detecting emotions before distributing a call to an agent may allow the supervisor to decide which calls to divert to specific queues. Or even to relieve their teams from conversations with the heaviest emotional load! At ViaDialog, we have been working on these topics for years to continually provide more comfort to supervisors, and thus to agents.
Would you like to know more? Our experts are available to assist you at every stage of your project.
