Call Centre Information Site.
Contact centres managers waste a staggering average of one work day per week (19% of their time) identifying and addressing everyday problems thanks to poor management information, according to new research.
The study, released by UK-based Teasel Performance Management, found that 14% of contact centre managers say they waste between 30% and 50% of their time, which corresponds to between 1.5 and 2.5 working days per week. When asked if managers felt 'failed' by the lack of relevant management information available to them, 44% agreed. The same number also felt dissatisfied by the quality and timeliness of the information they are given and agree that it doesn't allow them to identify issues early enough.
The findings also show that contact centre investments in technology are not providing managers with the tools they need. 71% want to be able to benchmark agent and team performance across all parts of the infrastructure – but only 40% have the technology in place to do so. A similar number (69%) want to be able to consolidate data regardless of location – just 43% have access to this technology at present.