The routing system and the skills of the agents are two factors that have a high impact on the success of a contact center.
Imagine a scenario in which each agent handles the cases for which she/he is best prepared, that is, has the most appropriate skills. Skills-based routing allows just that. Understanding and leveraging each agent’s individual strengths can increase first contact resolution. The result? Cost savings by reducing the need for monitoring by the team.
What if you could assign skills to agents in bulk and not one by one?
Challenges of bulk skills assignment
The day-to-day dynamics of the contact center force us to make quick decisions and make strategic changes in a short time. The massive assignment of skills to agents is presented as an intelligent strategy, but not free of strategic challenges. This approach, which involves bulk equipping agents with a diversity of skills, opens the door to new possibilities and operational efficiencies, but at the same time, poses challenges that should not be underestimated.
The transformation of the contact center
The bulk skills assignment is like a lighthouse that guides the transformation of the contact center towards a more agile and adaptable model. The premise that an agent can deftly address multiple roles promises valuable versatility. However, on this journey towards transformation, we find strategic challenges that we will analyze below:
Challenge 1: technology for efficient coordination
It is essential to establish a system that ensures smooth allocation, thereby improving overall productivity. To achieve this, the technology used is the key, since it will be the basis of the entire strategy. Discover here how you can assign skills in bulk with EVOLUTION.
Challenge 2: continuous training
With the diversification of skills, the need for continuous training intensifies. Constant adaptation to new skills demands effective training programs to ensure team competence. Doing a good job when hiring agents it’s a key part of the process. Knowing in detail the skills we are looking for will be what determines the success or failure of all the campaigns we carry out in the future.
Challenge 3: Workload management
Bulk allocation can lead to workload imbalances. It is crucial to skillfully manage tasks to avoid overloading certain agents and ensure equitable distribution. Planning gives us time to test each idea and campaign to correct any errors that are necessary until we achieve the perfect balance of the entire team and resources.
To overcome the challenges of bulk skills allocation, strategy and resilience
When facing these strategic challenges, the answer is not to avoid bulk allocation, but to embrace it with a solid and thoughtful strategy. Resilience in the implementation of this strategy is key. It is about navigating the waters of transformation with acuity, adapting to challenges and capitalizing on benefits.
In this exploration of bulk skills allocation, delve into a deep analysis of the strategic challenges that accompany this shift. Only through a comprehensive understanding of these challenges can we devise a strategy that transforms obstacles into opportunities and elevates contact center performance to new horizons.
Strategic benefits bulk skills allocation
Despite the challenges, mass allocation of skills offers strategic benefits that can positively transform contact center performance.
Benefit 1: Operational Flexibility
By assigning diverse skills to a wide variety of agents, the contact center gains crucial operational flexibility. This allows you to quickly adapt to fluctuations in demand and optimize service efficiency. Remember that you can vary the allocation of skills by campaigns or groups of agents, which gives you a clearer picture of the needs at all times.
Benefit 2: Improved customer experience
With agents trained in various skills, the customer experience is elevated. Problem resolution becomes more agile, providing customers with faster and more satisfactory responses. Here we are talking about two factors: training and technology. Training so that your agents have all the tools they need, and technology to match each client with the agent best prepared to address that case. Find the perfect match!
Benefit 3: cost-effectiveness
Knowing in depth the status of the skills and tools that team members have reduces the need for additional hiring, saving financial resources. Furthermore, if each case is treated by the agent with the best skills for that specific topic, the first contact resolution will increase, which frees up the team’s time and workload. The result, happy customers and a more productive contact center.
Transition to a successful strategy
For a frictionless transition to bulk skill allocation, a strategic approach and careful management are required. Here are some key guidelines to successfully implement this change:
- Detailed Planning: Before implementing, conduct detailed planning to address potential challenges and ensure a smooth transition.
- Personalized training: Design personalized training programs for each agent, focusing on strengthening the skills necessary for the new role.
- Continuous Monitoring: Establish a tracking and reporting system to evaluate agent performance and make adjustments as necessary.
- Active Feedback: Promote a culture of feedback, where agents can also share their experiences and contribute to the constant improvement of the process.
Conclusions
Bulk skills assignment in the contact center can be a catalyst for operational success. By facing challenges with solid strategies, the benefits cease to be a utopia and become a reality.
Trust our omnichannel software EVOLUTION for your contact center and you will immediately notice how your campaigns become more efficient and you achieve better results.
EVOLUTION is stable and agile software that adapts to your daily operations and offers you all kinds of tools to take customer service to the next level. Request a demo now!
