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.