Mike Clark

Mike Clark , Bell Canada

Bell Canada implemented an EIS blended solution three years ago.The quest for productivity gains was the primary reason the company installed the technology.The center employs 300 agents for its consumer lines and 120 for its small business products and services.Approximately 90 % of the center's employees are trained to handle blended call scenarios.We thought we could be a 100 % blended center , but it didn't work , explains Mike Clark , manager of Project Coordination , Bell Canada.It didn't give us the productivity gains we needed in a smaller environment.A blended environment needs to be a fair size , I'd say from 50 to 80 agents..

Approximately 30 agents at Bell Canada are dedicated inbound representatives.This inbound-only group makes sure service levels don't suffer while their co-workers transition from inbound to outbound calls.Many of the inbound calls are in response to outbound calls Bell Canada agents placed at an earlier date.
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Agents do need time to adjust to the system , warns Clark.When blending commenced at Bell Canada , agents thought they were getting short-handed.Since commissions are derived from sales on the outbound side , agents were anxious to be pulled from inbound.The system pulls agents from inbound to outbound based on how long they have been idle.The agents would say things like , 'why is the system always pulling so-and-so over , but not me?' The initial perception was someone was going to make more sales.But the agents have seen that it all balances out in the end , Clark says.All in all , from an agent standpoint , it has done wonders for morale..

Mike Clark , Bell Canada

Bell Canada implemented an EIS blended solution three years ago.The quest for productivity gains was the primary reason the company installed the technology.The center employs 300 agents for its consumer lines and 120 for its small business products and services.Approximately 90 % of the center's employees are trained to handle blended call scenarios.We thought we could be a 100 % blended center , but it didn't work , explains Mike Clark , manager of Project Coordination , Bell Canada.It didn't give us the productivity gains we needed in a smaller environment.A blended environment needs to be a fair size , I'd say from 50 to 80 agents..

Approximately 30 agents at Bell Canada are dedicated inbound representatives.This inbound-only group makes sure service levels don't suffer while their co-workers transition from inbound to outbound calls.Many of the inbound calls are in response to outbound calls Bell Canada agents placed at an earlier date.
...
Agents do need time to adjust to the system , warns Clark.When blending commenced at Bell Canada , agents thought they were getting short-handed.Since commissions are derived from sales on the outbound side , agents were anxious to be pulled from inbound.The system pulls agents from inbound to outbound based on how long they have been idle.The agents would say things like , why is the system always pulling so-and-so over , but not me?' The initial perception was someone was going to make more sales.But the agents have seen that it all balances out in the end , Clark says.All in all , from an agent standpoint , it has done wonders for morale..