Call Center Core Properties - Part 1 - On-Time Environment and Concurrency

This is the first in a three part series focusing on what we believe are the 6 core properties of a call center and how they relate to call center operations. The concepts are derived from process modeling used in the design of real-time systems such as aircraft control systems, manufacturing and computer processing. Given that call centers operate in the real-time environment, these concepts apply equally to call center operations.

The six core properties of call centers are:

Part 1:

• on-time environment
• concurrency

Part 2:

• reliability
• reactiveness

Part 3:

• dynamic resource allocation
• distributed environment

On-Time Environment

Real-time environments have been described as ‘on-time environments’. This is the first core property of a call center.

In a call center, when the phone rings, when the email arrives or when the Internet transaction takes place it must happen ‘on time’. When things don’t happen ‘on time’ in call centers, customers can get irritated and vent their frustration to the first agent they speak with. The measure of ‘on time’ is often described as an internal measure (i.e. average delay or average speed of answer) when in fact the ultimate measure is based on customer expectation. If a customer calls, the customer expectation is that the phone is answered within a tolerable wait time (which varies by customer need hence there is no one ‘on-time’ measure). The definition of ‘on-time’ takes different meaning depending on the customer’s tolerance to wait for service. Each call center operation must set its own ‘on-time’ standards.

The on-time environment is demanding. It requires constant awareness of performance. In the course of a single hour it is possible for the operation to go from achieving the on-time expectations of customers (i.e. tolerable wait times) to absolutely intolerable wait times. Remaining responsive to the environment is critical. The best means of being successful in the real-time environment of call centers is understanding your customers expectations for service and utilizing key call center data to deliver compelling results. Make sure that you have established processes to ensure you are always aware of your ‘on-time’ performance with customers such as using ACD real-time data.

Concurrency

This is not a common term used in call centers but it does well to describe a critical aspect of good call center operations. A call center has a vast array of events happening simultaneously or concurrently. From a few to hundreds of customers calling in at the same time. From few to hundreds of agents responding to customer calls. Hundreds or thousands of telephone and data network transactions essential to connecting customers with agents. There is lots happening at the same time in call centers. The critical element of concurrency is managing it all simultaneously. This requires team work. No call center operation can achieve compelling customer service unless there is strong teamwork. It requires a team of highly capable people who provide excellent staff leadership, manage the technology and are driven by a strong customer service mentality.

An enormous number of events happen concurrently in a call center. Having a strong and diverse leadership team that brings strong people and technical skill sets to the operation is the only means of ensuring excellent call center operating results. Find the best and work hard at keeping them the best through training and incentives.

Posted: January 21st, 2007 under Operations.
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