Ways to get supervisor attention?

[Connie]

Hello,

I work in a call center that seats over 100 agents in our structure we have what we call - Call Flow Administrators (CFA's) - "Superviors" on duty so to speak, someone at a scheduled time to walk the floor, carry a companion phone in the instance that an Analyst needs assistance with a call.

If you would like more information on this, please email me at:

crice@deloitte.com

Connie :)
HR - Operations Manager

[jeeperz3]

Why not set up a small helpdesk whereby the agents that require assistance dial a specific internal phone number that can queue for all the supervisor's or be staffed by Helpdesk reps that have more "authority" levels than the agents.

[jp2time]

I worked at a center that had a company come in and provide us a solution similar to what you are looking for. The company was called "Call Center Technologies" but I don't remember the name of the product.

They created a seating chart of our call center and it was placed on our monitors throughout the center. The nice feature about it was that it was linked to our Aspect switch to highlight what was going on at each agent workstation. It would show "Break, Lunch, Meeting etc". You could easily use any reason code to be an alert to your supervisors that an agent is in need of assistance. I think the company was based in Atlanta, GA but it's been a while so i'm not sure. I would think there are other companies that offer the same thing though. I will do a little researching to see if they are still around.

J.P.

[rkln03]

Thank you very much, I hope you can find some answers on that for me. That sounds like something we could use!

[KantiPrasad]

Originally posted by rkln03
Thank you very much, I hope you can find some answers on that for me. That sounds like something we could use!

Some of the possible ways to reduce calls to your Supervisors of Bending rules etc

Your company by now must have a record of how good it is to accept a customerÂ’s request when his billing is beyond a limit. So they can give all agents a level of acceptance by which the agent will be able to decide by himself as to whether to agree to deliver Propane or no and by doing this way it will reduce many calls going the supervisor for approval.

Secondly they could be some most frequent questions going to the supervisor and if this list with the possible answers are noted in a document this will help the agents to read and decide for themselves, by doing this way it will reduce many calls going the supervisor for approval.

Instead of the supervisors moving around the cubicles and wasting time in moving if the set up is in such a way that they receive Telephone calls from agents who require help, which should be queued, and this way the agent who calls up first will be answered first. This way each agent is guaranteed a supervisorÂ’s attention from the Telephone board and the supervisors should make it a point that the Telephone board is not left free.

[toonz]

You may want to consider setting up a small BAT number with a number of supervisors on the split. This requires an agent to put the customer on hold to dial out on the second line.

If you are using Avaya CentreVu it shouldnt be too hard, speak to your telephony department to see what other options there are for this. Shouldnt be too hard.

[CallC3nt3r]

Steven,
We post in the AM supervisors rotation and thier station extention this allows the agent to call dreictly when they are in need of a supveriosr, very little waiting unless Sups line is busy then they would follow the next sup in rotation and so forth.. It works very well in our center

[JoeBro]

In the past we have also had our supervisors running around trying to answer questions.

This year we set up a separate VDN for our agents to call. They dial the VDN and are connected to a supervisor. One benefit to this is that it is truly first come, first serve. Agents are put into queue in the order the call is received.

[kala]

What about cordless headsets? I have read about them, though have not used them in our call center yet. The supervisor/lead can get a call transfered to them while they are walking around. If instant messages don't work - this seems like another option that may fit. Good luck. Understand your pains!

[Dex_delight]

Steven,

I suggest you conduct an Internal Quality Audit to review the level of effectiveness of your call center management system in order to identify the weak areas. Make a Corrective Action Procedure to address the issues and to prevent the recurrence of the problems.

You may e-mail me at dexter_amoroso@yahoo.com if you have any questions.

Best Regards,
Dexter

[Dex_delight]

Steven,

I suggest conduct an Internal Quality Audit to review the level of effectiveness of your call center management system in order to identify the weak areas. Make a Corrective Action Procedure to address the issues and to prevent the recurrence of the problems.

You may e-mail me at dexter_amoroso@yahoo.com if you have any questions.

Best Regards,
Dexter

[Dex_delight]

Steven,

I suggest conduct an Internal Quality Audit to review the level of effectiveness of your call center management system and to identify the weak areas. Make a Corrective Action Procedure to address the issues and prevent the recurrence of the problems.

You may e-mail me at dexter_amoroso@yahoo.com if you have any questions.

Best Regards,
Dexter