Time Contact Center Reporting Solutions

Organizations have pulled their purse strings so tight lately that it is sometimes hard to get funding even for important improvements to company operations. Contact center managers looking to upgrade their real-time call center reporting capabilities need to show executives that the investment will ultimately save money and improve profits.

Real-Time Decisions

Contact centers don’t have the luxury of steady and predictable workloads. Traffic levels change quickly and managers need to be able to shift strategies just as quickly. Organizations that aren’t agile enough to accommodate fluctuating call volume either waste money on idle agents or lose customers who grow angry over long hold times.

Real-time call center reporting gives supervisors the metrics they need to keep pace with call volume. Managers can see at a glance how the contact center is performing right at that moment and then choose a strategy to match the workforce with the workload. When management remains flexible and alert to changes, the contact center runs at a lower cost and that translates to higher profits for the business. Two common strategies used with real-time call center reporting are staffing adjustment and duty assignment.

Staffing Adjustment

Finding the right staffing levels is difficult for any contact center. If you staff for the traffic peaks, then your agents spend most of their time idle and your expenses soar. If you staff for the lowest traffic periods, then customers are frustrated by long hold times and agents are demoralized by the high workload. Contact centers need to implement flexible staffing solutions.

Years ago it was enough to recognize overall patterns. If call volume tended to spike on Mondays or on the first of the month, managers would arrange shifts for extra coverage on those days. Today those kinds of decisions are too slow. Staffing has to adjust to fluctuations over the course of a day. Real-time call center reporting allows managers to allow agents to take early breaks during lulls or implement overtime during unanticipated spikes.

Duty Assignment

Many contact centers are using cross training to give agents more capabilities so they can handle a wider range of tasks. Call centers with multiple lines such as an order line and a technical support line can cross-train agents on each team to help out. That way, when real-time call center reporting shows that one line is overworked, agents can quickly switch duties until call volume drops.

How to Collect County Overages For 50% Finder’s Fees

If you’re looking for a job you can work from your home office that has huge earning potential, there’s an opportunity that’s been present in the real estate industry for decades that almost no one knows about: county overages. Here’s how to collect county overages and charge up to 50% for your services.

1. Get trained. First of all, make sure you get trained. You don’t want to attempt to collect county overages on your own without being thoroughly educated on what you’re doing first. While completely legal, you really have to know the laws and know what you’re doing in order to avoid inadvertently breaking the law and ending up in trouble. Make sure you consult an expert in the field, and if you can, take a training course.

2. Locate overages. Request lists of overages from the counties you’d like to work in. When you receive them, you’ll need to process the information, decide which claims are worth working on, and get to work researching those overages. Note: you may not want to tell the employee you speak to that you are trying to collect county overages. They don’t like to give up their money, and can sometimes try to make it difficult for you if they know that’s what you’re doing.

3. Locate owners. Next, you’ll skiptrace the potential owners, locating them at their current address and phone number. Or, you’ll attempt to find friends, neighbors, and family members of the claimant who can put you in touch with the owners.

4. Get the owners under contract, while keeping your sources secret. Explain to the owners that you’ve found money they are owed, but that you can’t divulge the location or source of the funds until you have an agreement in place to share the proceeds. You may charge up to 50%. You may have to negotiate your percentage to get the claimant to agree.

5. Collect the overage and keep your percentage. Once you’ve gotten a signed agreement back from the claimant, you’ll go to work processing the claim and getting all the necessary documentation the county requests in order to process the claim. Then when the check comes, you get paid. It’s that simple!