Manage operations and infrastructure:
Why?
It is important to know where the heart of business lies then you can sleep and relax.
The heart of business lies in its operations supported by strong infrastructure. Missing on these two is entire collapse of business. Operations of a business help in following:
Generate recurring income,
Increase the value of business assets
Secure the income and value of the business.
Operations are built on strong infrastructure which fulfills all needs to run a business. If infrastructure fails, operations will come to an end so is necessary to manage both.
How Antasis manages its operations and infrastructure?
Antasis has developed a working definition of call center management. This definition leads to two major objectives:
- Locate the right resources in the right places at the right times
- Provide a service level with quality
The capability to meet these objectives has evolved through three definable major stages:
- Service level awareness - maintaining service level as calls arrive, with some correlation to
service level in planning
- Seat management - Seat planning and considering service level
- Correlating service level to the organization's mission - choosing an appropriate service level and tying resources to achieving this service level
Processes for systematic planning and management
Systematic planning and management are required to accomplish this important linkage and can be accomplished through the following processes:
- Select a Service Level Objective
Service level is defined as a certain percentage of calls answered in a specified time frame, measured in seconds. The level should be appropriate for the services being provided and the expectations of callers using those services. Service level is the critical link between resources and results. - Collect Data
ACD and computer systems are important sources of planning data because they provide call statistics and details such as number of incoming calls, duration of calls, call patterns and changes in the call mix. Information about what marketing and other departments are doing, changes in legislation, competitor activities, and changes in customer needs and perceptions is also required - Forecast Call Load
Call load includes three components: call volume, average talk time, and average after - call work. A good forecast predicts all three components accurately for future time periods, usually in half-hour segments. In our call center, forecasting must go beyond inbound calls to reflect other choices customers have to interact with organizations email, faxes, and Web-based transactions.
- Determine the Base Staff Requirement
A formula commonly used for calculating staffing requirements is Erlang C. This formulais used in virtually all workforce management software systems and by many call center managers. Computer simulation programs also may provide solutions for staffing and a number of other management issues. New capabilities, such as skill-based routing and complex network environments, must also be taken into account when planning staffing. - Calculate Trunks and Related Systems Resources
Staffing and trunking issues are inextricably associated and must be calculated together. - Calculate Roster Staff Factor and Organize Schedules
Roster staff factor, also referred to as shrink factor or shrinkage, adds realism to staffing requirements by accounting for breaks, absenteeism, training, and non-phone work. Schedules are essentially forecasts of who needs to be where and when. They should lead to getting the right people in the right places at the right times. - Calculate Costs
This step projects costs for the resources required to meet service and quality objectives. - Budgeting
Preparing three budgets around three different service levels provides an understanding of cost trade-offs, which is invaluable in budgeting decisions.
How it helps clients?
The main focus of Antasis is our customers: fielding their calls, delivering service, ensuring orders are filled and making sales. The easier it is for customers to communicate with companies, the better the relationship will be. Establishing and maintaining good customer relationships is one of the ultimate objectives of our call center operations and a prevailing focus of Antasis.
Companies that do the best job of opening the door to customers, making it as easy as possible for customers to find out what they need to know, are the ones that have the best track records in the long term.
Among the benefits that Antasis call center can bring to both businesses and their customers:
- Shorter calls
- Significant reduction in hold time
- Reduction in telecom usage costs (the second biggest expense in a call center)
- Happier customers
- Most problems solved faster, on the first call (FCR – First Call Resolution)
- More sales opportunities and better customer service provided
- Capability to cross sell or upsell while building loyalty
- Better use of staff hence reduces operating costs
- Enables smaller companies to look like big ones-without sacrificing the personal touch
- Enables companies to present an image of greater capability than they may possess-providing automated 24/7 response
