If you were to capture the reasons that customers reach out to your contact center, I’m sure you could fill a few pages. Are those the reasons that your contact center agents actually get tied up? Too often we find that adding resources is usually a temporary activity, because we end up using those resources and wind up where we started. Is there another way to make staffing more effective?
The Pareto Principle
Coined after a 19th century Italian economist, the Pareto Principle (also known as the 80/20 rule) states that 80% of the events are a result of 20% of the causes. Translated into the world of the Contact Center, most of your volume actually comes from only a few reasons.
How do I know what to focus on?
The trick is to change the way that we think about the volume. Are there ways to group these interactions in another way? Maybe by disposition? Maybe by channel? Once you have identified the pattern, you can then take actions, such as:
- Volume diversion: Knowing where your volume is coming from, will help you to determine new ways to address these questions, hopefully allow you to redirect those questions that don’t need human interaction to self-service, while freeing up your agents for the important more sensitive concerns.
- Another approach would be to use groupings to adjust staffing. With this newfound clarity, you will be able to staff the right amount of resources to the correct channels.
- The last example that this grouping can be useful for is exploring the expansion of existing channels. You may find that much of the volume that is being routed to more expensive channels may be better suited for high volume lower cost channels, i.e. chat. This will give you an opportunity to make those optimizations.
The key to success is always knowing which levers to pull and having a good idea what to expect. We are happy to provide insight to help your team become more effective. Reach out if you have any questions.