I have seen many different definitions of Call Centre Management. The high level definition we will use in this site is the science of having the right number of agents at the right time.
Note 1: I used science, while other sources would use art. What is the difference? I do not see any, we all agree in this definition it means the same thing. But when I look back on my career in Call Centres, I have used historical data, math and past experience. I wouldn’t considered it art.
Note 2: In this site I will be using the term Call Centre and not Contact Centre. What is the difference? This time there is a difference. By definition, a Call Centre manages calls from/to the customers. A Contact Centre manages calls, e-mails, fax, web chat, etc from/to the customers. This being said, many of the topics discussed in this site will be applicable to both.
The objective of this site is to help you achieve having the right number of agents at the right time.
In your Call Centre, the group responsible to achieve this task are usually called the Call Centre Management analysts.
Who are they?
- Well, they are usually the folks you go see and mostly their answer is “no”.
- When the Call Centre is not achieving the service level or TSF objective, they are the first blamed.
- When the Call Centre is over achieving the service level or TSF objective, they are the first blamed.
- When the Call Centre is right on target for the service level or TSF, they see the credit go to the agents and management! ;-)
Next week: What is the TSF or Service Level and we we calculate it.
