Ways for agents to get assistance

[Valerie Heimerich]

We have are a 24/7, 60-seat center, with supervisors at floor-level stations at the end of rows of agent work stations. Supervisors cover the entire floor, with one to four sups working at any given hour.

I need suggestions for how agents can let a supervisor know they need help. We're currently using a VERY low tech solution -- agents use audible "clickers" to get our attention, then wave a flag to show where they are. I'd like something more like banks used, a wall board showing workstation numbers, each lighting up when the agent needs help.

Any ideas? Our systems are higher tech in other ways, just operating in the dark ages on this one thing!

[Greg C]

It may well depend on your phone system. Your phone system may have a programable key that would alert a central desk from the agent's phone or it could find the first available supervisor's position. Assists could also be set to ring every supervisors desk.

[Valerie Heimerich]

Thanks for the reply, Greg. Unfortunately our supervisors are on the floor the majority of the time, so they wouldn't be at their workstation to get a flag through the phone.

[gwacht]

On your call center all leads and supervisers carry a cordless phone with each having their own extension this way no matter were they are op may reach them at any time. Gary

[Michcall]

There are technologies you can use, but it depends on your environment and how much you want to spend. Check out the technology forum. I have heard of pager systems that allow agents to page supervisors from their desk with a button on their phone. I've never used one, but it's a thought.

We had supervisors carrying cordless phones that was effective, however you had to make sure there were always multiple supervisors or else agents couldn't get through. Our supervisors also carried two-way radios to communicate among themselves which allowed them to send the closest supervisor to the desk if needed.

[cablechick]

We've found that the cordless headsets are the answer to this one. The supervisors login to the "helpdesk" and are available to answer anyones questions. When the agent dials the helpdesk extension they get the next available sup. If you're phone system allows, the headsets are a great investment.

[whismart]

Valerie:
We have a 200 seat center, but early on we adopted using a Chat Room for onfloor support. We open a chat room -- depending on how many agents (max 30 per room) -- per shift. The supervisors are monitoring the questions and responding. It not only creates the ability for the supervisor to respond to an associate more timely, but also allows them to answer multiple associates. Other associates also respond when they know the information -- this has expanded our on-floor coach support.

The chat room forum allows us to accomplish multiple goals:
Training
Coaching
Communication

I'd be happy to discuss this with you further.

Linda Whisman

[Eric Jorem]

That would mean that you would have to have a couple of supervisors that are dedicated to that job (i.m.o.), wouldn't it?

[Samuel]

I run a 250 seat center and have designed and escalation que. The agent can simply put the client on hold and then call the escaltion que. This has been very effective for us. The que is staffed with our most expereinced agents and if neccessary these agents can also serve as the first line for escalated calls for a manager.

[kala]

what about instant messaging? Instead of having all your sups walking around all of the time - have some dedicated to working working at their desk. Instant messaging will keep them in one place and they should be able to handle multiple requests at one time. Instant messaging is fairly inexpensive and may be a good fit for you.