Contact Center Roles and Responsibilities for 2017

Anytime you accommodate for multiple business units (e.g., sales, marketing, support, etc.), contact center roles and responsibilities should be clearly defined. By ensuring your employees and contact center users have a clear vision of expectations, companies are far more likely to reach operational targets.

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Before we define which roles and responsibilities companies should implement, we must first understand key players in typical contact center environments. Generally speaking three (3) groups will play a role in daily contact center operations (e.g., agents, supervisors and administrators), each equally dependent on one another. Within a standard contact center layout, groups generally play the following role:

  • Contact Center Agents – As the customer facing aspect of the company, agents are the workhorses tasked with keeping customers happy. By providing the direct link between customers and your business, the need to employ quality agents should be your premiere focus.
  • Contact Center Supervisors – Acting as the liaison between your agents and management, contact center supervisors must be qualified to oversee operations to ensure agent efficiencies are being met. If gaps exist within the contact center, your supervisor must identify and resolve without any adverse effects to daily operations.
  • Contact Center Administrators – Cloud-based solutions are unique given the accessibility they provide companies via back-office suites. Within this interface, administrators construct the various components of the contact center (e.g., IVR, queue routing, workforce management), and apply real-time changes as necessary.

As a leading provider of Cloud Phone Systems, our product support all three (3) target players. For pricing information, or available for a free demo feel free to complete our contact us form.

Enforcing Contact Center Roles and Responsibilities for Agents

Throughout our various implementations at Contivio.com, one of the fundamental mistakes we see companies make involves the lack contact center roles and responsibilities for agents. Without setting clear expectations from the get-go, contact center environments are at risk of struggling. Never underestimate the role agents play in driving success, as such, we recommend you implement and enforce the following responsibilities:

  • Daily interaction targets – To set agent expectations, analyzing baseline measurements will provide the quantitative data needed to set daily interaction goals. When agents are held to measurable standards, keeping consistency across the board is far easier. The goal is to set the precedent day 1. When agents are on-boarded make sure they clearly understand what is expected on a daily basis. If needed, set benchmarking goals based on your top agents.
  • Adherence to schedules – Finding the right balance within a contact center can be challenging, but with the right tools mandating schedule adherence can be managed on-the-fly. Advanced solutions provide workforce management platforms, which locks agents into particular media channels at designed times (i.e., forced schedule adherence). By pre-generating an agent schedule, contact center roles and responsibilities can be applied and enforced.
  • Leverage Resources – With features such as instant messaging and call whispering, agents should be required to use internal resources when possible. If customers are proving difficult, instead of making a bad situation worse, recommend that your agents leverage tools and colleagues. A quick IM message from a colleague can provide the advice needed to dissolve a bad situation. The key takeaway is to instill in your agents the benefit of reaching out to supervisors and other agents, who possess the knowhow to calm the storm.

Taking for granted the role contact center agents play in driving future growth of a company can be disastrous mistake. As the customer-facing aspect your company, contact center roles and responsibilities act as the security blanket for companies to mitigate the risk of negative customer perception.

Contact Center Roles and Responsibilities for Supervisors: Where to Start?

When shaping your work environment, remember that contact center roles and responsibilities for supervisors should directly correlate to contact center goals. Common targets include shortened sales cycles (i.e., improved sales), and increased first call resolution rates (i.e., enhanced customer service). Remember contact center roles and responsibilities should never be randomly distributed, but shaped via understanding your customer expectations and needs. As it relates to your supervisors, given our knowledge of the space the following contact center roles and responsibilities for supervisors are critical:

  • Agent Monitoring – As the contact center supervisor, one of the best ways to analyze strengths and weaknesses amongst agents alike is to monitor calls. When supervisors leverage monitoring functionality, they can mold agents to interact with customers in a way that builds a long-term rapport (i.e., longstanding customer relationship).
  • Call Recording – By recording agent interactions, supervisors can on-board agents dynamically using audio recordings as the context. After agents complete their calls, they can access their recordings with supervisors to address any weaknesses discovered.
  • Agent Reviews – Utilization reports provide supervisors with quantitative data to track the volume of daily, weekly monthly etc. interactions. With data to compare and contrast agents, supervisors can setup individual meetings to ensure agents are handling their fair share.

As the leader of your contact center, supervisors must be skilled enough to multi-task, manage and coach their team, in addition to handling escalated customer complaints. The end game should be hitting service levels and objectives set forth by management, which is why contact center roles and responsibilities should be clearly defined and understood.

Contact Center Roles and Responsibilities for Administrators What Needs to Change?

If you’re having trouble with contact center operations, take a hard look at your contact center roles and responsibilities for administrators. As the super-user of the software, administrators are tasked with managing how the system operates through IVR configurations, queue assignments, call routing, etc. Although your administrator will be working in parallel along your supervisors, decisions they make can put your environment at risk. Contact center roles and responsibilities should never be taken lightly, and as it relates to your super-user be very clear on the following:

  • IVR Management – One of the most important factors in any contact center is deploying an IVR solution which tailors to the voice of the customer. IVR solutions are derived via call scripts managed by administrators. Generally speaking scripts are generated real-time through GUI-enabled drag-drop functionality. Because scripts are so simple to generate and access, administrators should always works in draft versions, never adjusting in-service scripts.
  • Routing Rules – One of the fundamental contact center roles and responsibilities for administrators is to manage routing rules. Setting after-hours prompts, queue voicemails, and call overflow is one of the core foundations of your deployment. Administrators must recognize the value in setting and managing routing, and should be reviewed each week.
  • Report Generation – As the contact center administrators generating scheduled reports will provide supervisors with the key metrics needed to manage employee progress and daily utilization. Administrators must ensure reports are sent to the correct supervisors without fail, daily, weekly and/or monthly depending on preference.

Contact center roles and responsibilities are only as strong as their enforcement. Like anything else, your operational framework is useless without strict enforcement from team leaders. By laying the foundation for success, and forcing widespread adherence, contact centers are bound to effectively operate for the long-term. If you have any questions, or would like some additional information on our Contact Center for CRM please do not hesitate to reach out by phone, email or even live chat.

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