If you’re having trouble with your contact center operations, take a hard look at your 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 alongside your supervisors, decisions that they make can put your entire environment at risk. Not only is it important for the administrators to have an understanding of your goals and expectations, it’s vital that they understand how each change impacts the organization. Common administrator tasks include:
- IVR Management – Deploying an Interactive Voice Response (IVR) solution that’s tailored to the voice of the customer is one of the most important factors in any contact center. IVR solutions are derived via call scripts managed by administrators. Scripts are typically generated in real-time through GUI-enabled drag & drop functionality. Because scripts are so simple to generate and access, administrators should always work in draft versions, never adjusting in-service scripts until they’re 100% sure of the changes.
- 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 are extremely important for deployment. Administrators must recognize the value in setting and managing routing, and should be review the settings each week to account for any changes or upcoming holidays.
- Report Generation – As outlined above, it’s important for Supervisors to receive call center metrics for their agents. Administrators must ensure reports are sent to the correct supervisors without fail, daily, weekly and/or monthly depending on preference. The administrator should also stay in tune with how the overall call center is performing from an efficiency standpoint and measure the true impact the system is making on the overall business.
Contact center roles and responsibilities are only as strong as their enforcement. Like anything else, your operational framework is useless without 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.
For more information on Contivio’s cloud contact center offering for supervisors and administrators, check out the 1-minute demo video below, or visit us at Contivio.com.