Supervisor, contact center orchestra conductor
Feb. 23, 2022
Revolutionizing customer relations since the 1980s, contact centers, also known as "customer relations centers" or "call centers", operate according to an unchanging principle: combining human skills and technology to respond in real time to the various needs of customers, who are often eager for an immediate, clear and precise response.
These organizations delegate to teams of teleconsultants the complete handling of repetitive actions, tapping at regular intervals on a computer keyboard or telephone. Only, these actions cover a wide spectrum. From prospecting totelephone assistance, any task involving direct contact with the customer is considered essential. In addition, the operational objectives pursued through these recurring missions are twofold:
Quantitative: respond to a maximum number of requests and calls received within a limited timeframe, calculated to achieve optimal objectives.
Qualitative: at the same time, ensuring the quality of customer service in terms of speed, advice, efficiency and friendliness. All these factors play a vital role in attracting and retaining customers.
DiscoverViaFlow
The supervisor, kingpin 2.0
The supervisor is an essential link in the organizational chain of customer relations centers. Taking on an assertive role as the expert responsible for training agents and advisors, he or she ensures the smooth running of operations and the daily monitoring of productivity targets. In general, the IT system at his or her disposal records the performance of each advisor on a set of indicators (number of calls, abandonment rate, average call duration, etc.). The supervisor relies on these valuable tools to monitor and regulate activity on a daily basis. Hence the need to deploy a complete customer relationship management solution, favorable to both agents and supervisors! Its main objective, however, clearly remains productivity, encouraging agents to step up the pace of communication and ensuring that they're not doing anything else. Constant monitoring can create suspicion and even mistrust among agents. Some might even see it as a role of "executioner". But it's not! Equipped with the right tools, he will instill good practices to promote customer satisfaction. And to do this, close monitoring is essential. By taking into account all the indicators at his disposal, he guides his team towards operational excellence.
The supervisor, the cornerstone of customer relations
A simple incursion into a contact center gives the immediate impression of a hive of activity! Movements on the telephone platform are brisk, silences are short and questions to the supervisor are brief and incisive. Not a minute to lose. The supervisor takes care to answer his team's questions, but the customer's waiting time must not exceed an acceptable limit. However, in addition to monitoring performance indicators, the supervisor also conveys the company's values to his or her team. They centralize the needs identified through listening, performance monitoring and feedback, and implement personalized action plans (training, workshops, interventions, etc.). In addition, the supervisor's job requires good interpersonal skills, real listening abilities and exemplary communication skills. However, exemplarity does not mean perfection. The supervisor's role is to instill authenticity and a certain professional ethic. Showing indulgence to others and to oneself, or recognizing one's mistakes, is also an appreciated form of exemplarity! Equipping yourself with the right supervision tools is a key element that complements these various actions. For example, coaching and blowing tools enable supervisors to guide their agents in real time, for an ever more qualitative customer response.
With ViaFlow, get a 360° view in real time
To improve your customer relations, ViaDialog's ViaFlow solution offers real-time supervision of all actions carried out by agents. Thanks to the dynamic supervision module, ViaFlow enables supervisors to provide considerable assistance to their advisors during a call (blowing up and/or live integration of a customer call). The supervisor then becomes an augmented supervisor, just like the augmented agent! Tomorrow, the progress made by Speech-To-Text engines will even make it possible to provide assistance in selecting which conversations to listen to. What's more, emotion detection upstream of call distribution to an agent could enable the supervisor to decide which calls to switch to specific queues. Or to relieve his teams of the most emotionally-charged conversations! At ViaDialog, we've been working on these issues for years, with the aim of offering supervisors, and therefore agents, ever greater comfort.
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