|
Coverage Facts
If you graphed the daily call volume in the average claim
reporting call center, it would look something like the picture
below. Calls do come in at all times of the day, but they’re
most likely to hit in the mornings around 10:00am and also
in the afternoons around 4:00pm. How do you staff your call
center to efficiently—and cost effectively—handle
such a volume pattern?
The Importance of 24x7
First of all, you need to provide 24x7 service. In today’s
economy it’s assumed. And required. Car crashes and
workplace accidents and storms and emergencies happen at all
hours of the day. You have to be available at your customers’
times of greatest need.
The Expense of Doing It Yourself
You could staff your call center at the red level in the
picture. You’d never miss a call, but you’d pay
a fortune for every one. Other than that peak around 10:00
am, your center would be overstaffed. CSRs would be sitting
around idle and driving up your labor costs (all those pockets
in the diagram marked with a “$$” represent excess
costs).
The most efficient operating level is shown at the green
level. For a large portion of the day your center is properly
staffed. Except for those peaks, when ASAs and abandonment
rates skyrocket. And those early morning and late night hours
when you’re again, overstaffed.
The Solution
One solution is to staff your center with full-time people
during the day and employ part-time personnel to handle peaks
and after-hours. The problem is that finding capable people
willing to work off-hours and random times is very difficult.
Keeping them is even harder.
Innovation First Notice has another solution. You could staff your center
Monday through Friday from 9am to 5pm at the green level shown
above. All calls before and after that period and above your
max capacity (above the green line) are automatically switched
over to First Notice. Your call center is perfectly resourced
when it’s open and after that, you’re still providing
great service to your customers and paying on a variable,
per-claim basis. This efficient situation is enjoyed by many
of our clients today.
An even better solution is to outsource all your volume to
Innovation First Notice. Our scale ensures we have proper staffing levels
around the clock to deliver consistently fast ASAs and negligible
call abandonment. And you simply pay per loss report. We’ll
provide a superior customer experience, let you concentrate
on your core business, and deliver real savings in the process.
|
