Workforce optimization (WFO) is a phrase used to describe a powerful set of tools designed for call center support. For some companies, the call center provides the majority of their sales and support efforts so managing this segment effectively is a critical task. WFO suites assist managers with everything from collecting call recordings to data analytics that report on agent performance. Here’s why companies are increasingly turning to WFO packages to improve results.
Serve Customers Better
When it comes to customer service, bad news travels far more quickly than good. It’s nearly a guarantee that a less-than-optimal interaction will result in the company gaining negative publicity via social media. Many people have hundreds to thousands of readers on a single social media platform and usually participate in multiple platforms, so a single status update about a customer service problem could attain viral status very quickly. News of a poor service experience reaching that many people may have a serious impact on customer loyalty or acquisition.
Companies using WFO in the call center have greater visibility into service problems and are able to use that information to coach representatives, streamline processes, and otherwise manage issues. Through improved customer handling, the chance of bad publicity is minimized and customers will be more likely to share stories of efficient and effective customer service that the company has delivered.
Get to Know Customers
WFO packages allow companies to gain understanding about customers. It helps answer questions like:
- What is the most common reason for calls?
- What factors are most important to the customer base?
- Are certain marketing campaigns more effective than others?
Knowing the answers to these questions and acting on the insights provided by WFO analytics will improve customer retention and satisfaction.
Improving Agent Satisfaction
An important part of operating a call center is keeping agents engaged and happy at their jobs. WFO solutions must embed training opportunities for reps and ensure that the right reps are assigned to the right areas of the company. When agents feel valued, motivated, and knowledgeable, the trickle-down effect is better customer service. Using the WFO package to gain and share insights and address agent satisfaction numbers with relevant leaders goes a long way toward employee and customer retention.
WFO packages for the call center provide a number of crucial advantages. Implementing this type of system results in rewards from improved customer service to enhanced productivity and decreased employee churn.
WFO is the key to discovering important trends and performing better as an organization. For more information about WFO solutions, contact ROI Networks today.