The ‘Ubernization’ of the call center

Tackling staff shortages: the ‘Ubernization’ of the call center

Recently, we talked to our friends at Calabrio. They closely follow labor market trends and have noticed an increase in staff shortages, especially when it comes to finding temporary or part-time call center agents, who are in high demand.

Now, we might have gone off on a tangent, but it resulted in what we believe is a viable idea: the ‘Ubernization’ of the call center.

Before you ask — no, we’re not talking about better transportation to and from the office. What we are referring to is creating an on-demand remote virtual workplace. Allow us to explain.

What if agents always knew what to do?

A few weeks ago, we were in Berlin. There, we downloaded taxi.eu, a taxi app that’s similar to Uber: you enter your location and destination, and when you get into the car, the driver knows who you are and where to take you. Payment is also taken care of, so you can just sit back and relax.

It’s a breeze because all crucial information is available in real time. Gone are the days when you had to call for a taxi, wait for a call center agent to call you back, confirm your taxi, explain to the driver where you were headed, and have manual payment delay your ride. An Uber (or similar) driver simply glances at the app for a complete, real-time overview of the status quo — not only before, but also during the ride. If they take the wrong turn, the app immediately recalculates the route. So, the driver always knows what to do.

That’s what you want for every call center agent, too. Talented people aren’t drawn to temporary or part-time vacancies because they often don’t feel part of the company. They lack crucial information at crucial times — especially in the age of remote working. What if the queue is exploding in your North Carolina headquarters and you need several backup or standby agents in Georgia and Alaska to help out for a few hours? They will need instant access to all actionable, topical information (think desktop, unanswered emails, current queue information, and pending issues). It’s up to you, as an organization, to provide access. And if you don’t — well, it will be difficult to fill all those open vacancies you’re struggling with.

Ready to take an empowering ride?

Empowering employees with actionable, real-time, at-a-glance information is right up our alley. And that’s because it’s the core philosophy of Visual Management.

Want to explore your Visual Management opportunities? Please don’t hesitate to contact us. We are happy to perform a Quick Scan and discuss your information sharing strategy.

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