Contact Centers-3 Questions for Future Strategies (1,421 words)

- Improve management strategies. Often improvements in customer service and productivity can be achieved with better execution of daily processes. Specifically, many catalogers could use the services of more trainers, HR administrators and scheduling/staffing analysts.

- Implement a personnel scheduling software package. A good program can result in a 10-percent to 15-percent reduction in the cost per call. Our studies show that if you track CSR utilization, you'll find that paid vacation/sick days, breaks, pre-shift meetings, training sessions, and off-phone and administrative time may account for more than 25 percent of a CSR's time annually.