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Average Handle Time: An Antiquated Call Center Metric
I recently finished reading Customer Management IQ's Blake Landau's blog entry "AHA!" Moment About AHT Average Handle Time and talks about how call center representatives may "hang up" on customers to keep their handle time down to meet their target or quota. I have seen such foolishness in almost every call center I have visited. The Problem with the Call Center Metric Average H....more |
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Author: Tripp Babbitt Tags: call center technology | average handle time | customer satisfaction |
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Six Steps to Service Improvement
Command and control thinkers believe that organizational change management comes from projects and project plans, cost-benefit analysis, deliverables, milestones, strategic plans and the like. Time wasted over and over again breaking things down, timelines, inter-dependencies identified, resources and skill sets . . . you get the idea. Systems thinking reduces complexity by eliminating all this. The....more |
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Author: Tripp Babbitt Tags: call center | management | contact center |
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Information Technology: The Alcatraz of the Customer Experience
Built during the Civil War, Alcatraz, or “The Rock” as it has been nicknamed, was a place that no one was known to escape from while incarcerated there. Alcatraz sits on an island with more than a mile to a shoreline in chilly waters. My experience in working with call center technology is that in many cases you sense you are trapped on Alcatraz . . . with no escape. 1. Information ....more |
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Author: Tags: call center | IT | call center representative |
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Call Center Myth Busters, A Trilogy: Part 2: Measurement, Analysis and ManagementNot since the days of Charles Dickens have we seen the likes of call centers and the “command and control” style in which they are run. Call centers have become modern day sweat shops with management alienation of workers, high staff turnover, low morale, entrapping technology, quotas of time |
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systems thinking
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work design
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Hospitals: Don't Call Me Patient, Call Me Customer!
I recently saw an ad in my newspaper for a Heart Scan at a local hospital. It sounded like a good idea and for $49 I thought “let’s do this thing.” I am an avid runner, but this sounded like a real smart thing to do as “good shape” doesn’t always mean “good condition.” I made the call to set up my appointment and was greeted with my persona....more |
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Author: Tripp Babbitt Tags: healthcare | systems thinking | customer management |
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The World Watches As the Toyota Production System Falls On Its Face: A Cautionary Tale For the Call Center
The fall from grace by Toyota marks the end of the Toyota Production System that so many manufacturing and service organizations have tried to copy . . . or does it? A quick review of the Toyota Production System shows that their losses occurred while a focus on growth and financial performance took over the Toyota mindset. The predictable outcome of a focus on financial performan....more |
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Author: Tripp Babbitt Tags: manufacturing | customer service | Edward Deming |
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Advice For Contact Centers In The Health Care Overhaul
Large contact center vendors may be licking their chops to provide their services to the wide-open health care market. 32 million more Americans will need coverage and this should translate to more phones needing to be answered. There will be more questions about enrollment, coverage and much more. The track record for the health care industry has been less than stellar when it comes to insurance compani....more |
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Author: Tripp Babbitt Tags: contact center | healthcare | outsourcing |
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The Best Place for A Reality Check
Command and control thinking has to manifest itself somewhere, and no where is it more prevalent than the call center. Let's look at the typical call center:Productivity charts for team, unit and individual performance (complete with targets)Display monitors with number of calls in the queue (and other worthless information)Coaching sessions for those that don't "hit the numbers"Four-six week....more |
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Author: Tripp Babbitt Tags: call center | average handle time | knowledge |
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Three Things To Consider Before Outsourcing
I spoke to a reporter from India (Reed Business Information) recently regarding IT and call center outsourcing, and, more specifically, the impact on Infosys. He informed me my view was "different" than everyone else and I could only reply that I was used to that comment. Most Americans want "in-sourcing" because they want to bring jobs back to North America, I want service organizati....more |
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Author: Tripp Babbitt Tags: call center | call center representative | economies of flow |
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