Nick Smith at Calabrio gives 3 compelling reasons why RTA is here to stay
Scheduling disruptions are an everyday occurrence for frontline operations and a major headache for contact center leaders everywhere. Employees call in sick or run late to their shift, the latest promotional marketing campaign is so successful that product demand and call volumes are going through the roof or it’s just after Christmas when business is flat and too many agents are hanging around doing nothing. There was a time when managers were forced to process exceptions manually just to keep staffing levels where they needed to be but all that changed with the arrival of automated Real Time Adherence (RTA).
What an invention! RTA practically transformed contact center operations overnight. Real-time information from third-party feeds, such as an ACD, is used to update agent schedules automatically when adherence issues occur. Gains in efficiency and time are matched by employee compliance and customer support – allowing team leaders to see the bigger picture and focus their resources on more strategic tasks.
The latest WFM solutions with embedded RTA capabilities perform a variety of tasks effortlessly, including:
What is more, RTA offers a three-pronged approach to maximizing the performance of the contact center, making it a popular choice for ambitious contact center leaders.
Performance and compliance issues are no longer able to slip through the cracks because managers are immediately alerted to them as they happen and are given valuable insight into how agents work on a day-to-day basis. This puts managers in complete control, giving them the power to make changes that have an immediate impact on call center performance. The faster these reactions occur, the easier it is to achieve and maintain targeted service levels.
Automated tools such as RTA give organizations all they need to be prepared for, and handle, the unexpected. High visibility of dynamic data makes tracking agent adherence and adjusting schedules to maintain service levels at all times, effortless. Graphics mean it is easy to spot developing trends as they happen allowing for fast re-forecasting or last-minute optimization.
Research shows that companies who have implemented Real-Time Automation (or Intraday Automation as it’s known in the US) enjoy a 55% year-on-year improvement in staff utilization rates compared to those who haven’t. The technology identifies periods in the day when staff can be safely withdrawn from the front line to receive training or coaching without risking service levels. Better skills mean happier staff, as well as better resolution rates and sales conversations. As a result, customer satisfaction rates often improve by 37% with the same companies reporting a 3-fold increase in revenues.
There are many success stories around that cite the benefits of RTA. What is more, the most recent innovations encourage smarter ways of working. For example, when the contact center’s work (calls, emails, webchats etc.) varies from the forecast and staff attendance is not what is expected on the day, people can be moved around to where they are needed most – be it training or strategic offline work. This is indeed a major breakthrough when you factor in the intricacies involved – different agent skills, preferences, contracts, schedules and breaks.
When all is said and done, effective management is all about staying in control of the day and being ready to handle the unexpected. RTA can do this and so much more.
What’s not to love about it?