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Call Center Roles

Agent:

As part of the Call Center, the agent will need to know what type of measures will impact our team results, therefore the agent will need to understand what impact doeshe has and what he/she can do to promote better team results.

Sr. Rep:

The Sr. Rep will need a more deep knowledge of the Call Center on what type of behavior could drive better results andwhat is actually affecting our final result. For example, what could impact our final result could be a higher volume than the one forecasted, production time loss due to absences or meetings, etc. Also,he will act as an RTA (Real Time Analyst) when needed so he can allocate the workforce needed when is needed. For example, when Overtime is needed or when a meeting needs to be postponed, etc.Team Leader:

Besides having the knowledge of a Call Center and how the metrics and results are being calculated and being done, the Team Lead will need to set SMART goals for all the team memberstaking in consideration the Customers’ requirements. By saying this, the Team Lead will not only know how the Metrics are being measured but how they have a correlation between each other. For example,how the AHT could impact our Service Level and how the Hold time can impact the AHT, or how the ACW (After Call Work) can also impact our availability.

General Manager:

The main focus of a GeneralManager should be limited to the final result but not excluding the impact that any non-forecasted event had under that final result. The General Manager could have thresholds’ that could be reachedwhen the Call Center is below the target/goal or if it's going as projected. Please note that in most Call Centers the role of a General Manager has more impact on the financial-revenue resultsWorkforce:

Will have a deep-knowledge of how the forecasted volume is created. The use of the Erlang-B and Erlang-C to calculate appropriate goals for all the Call Center Members and more than...