Seven Ways to Help Advisors to Deliver Great Service


After interacting with industry experts, Netcall have put together some tips for helping your advisors to deliver a first-class performance.

1. Transparency of Performance Data

Evaluate how well data is collected and shared with the aim of improving planning and advisor understanding of risks and consequences. Management decisions will improve with better clarity of individual performances.

2. Shake up the Scrum

Include marketing information in your morning Scrum meetings. This will increase awareness of mailshot, social media and other campaigns which may affect demands on the team.

Increased awareness of marketing will also make advisors more sensitive to projected peaks in demand.

3. Manage Low/High Demand Better

Pre-planning times of low demand will ensure that such times are more productive. Use the downtime for admin, breaks and meetings.

To cope with high demand consider using so-called ‘reserve working’ – a pool of workers that can come in to fill gaps at short notice.

4. Invest in Digital Management Information (DMI)

DMI will increase productivity of supervisors by reducing time spent on routine tasks while freeing up time for coaching, mentoring and morale building.

5. Consider Real-Time Adherence Controls

Moving away from historical reporting to real-time controls is a growing industry trend. Real-time data increases your ability to be flexible and to fine-tune with consequent increases in customer satisfaction and cost savings.

6. Improve Forecasting Accuracy and Forward Planning

Part art, part science, forecasting is essential for planning future requirements. It needs constant evaluation and fine-tuning, but with enough attention, productivity will climb. Better forward planning will also reduce the impact of advisor absence.

Using the Bradford formula (a measuring tool of absence levels) you can also highlight those advisors with the most troublesome absence rates.

7. Consider Aligning to Opening Hours

Some call centres benefit from matching opening hours with face-to-face hours. This can improve levels of satisfaction and smooth peaks and troughs.

This blog post has been re-published by kind permission of Netcall – View the original post

About the author

Lynley Meyers Netcall veteran Lynley Meyers is responsible for all things Product Marketing from developing and delivering best-in-class customer solutions, to understanding the needs of the ever-changing contact centre space. As Netcall’s in-house content guru Lynley has a passion for sharing best practice tips and advice to help contact centres improve engagement with their customers and tackle every day challenges. She’s also the producer and co-presenter of Netcall’s increasingly popular webinars and often collaborates with industry partners such as Call Centre Helper, the Public Sector Customer Service Forum and the Professional Planning Forum, bringing you all the latest on hot topics in the contact centre world.

Read other posts by Lynley Meyers

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 27th Jun 2017 - Last modified: 28th Jun 2017
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