Often referred to as Operational Control, Intraday Management or something similar, real-time teams are instrumental in optimising performance within customer operations. Their impact might not always be in the spotlight, but they profoundly influence efficiency and performance. This is especially true with outsourcing environments, where real-time teams have the ability to unify efforts across the entire estate, ensuring performance goals are met.
Here are some responsibilities of real-time teams and how they drive great performance:
⚖️ Workload Balancing
Balance the workload of calls, emails, webchats and other tasks to maximise customer experience, employee experience and commercial performance. This should be automated as much as possible to minimise manual intervention.
⏰ Real-Time Adherence
Closely examine real-time colleague activity data against their schedules. Supervisors can be alerted to deviations enabling quick corrective actions to maintain consistent customer experience throughout the day.
🤕 Absence Management
Perform key tasks of the absence management processes, which can differ considerably from business to business. A strong process here is important to manage absence sensibly and also to take action swiftly when absence is high.
📈 Performance Management Support
Identify where actual performance is drifting away from what was expected. Action can be taken to ensure that performance deviations are addressed immediately.
📅 Same-Day Resource Planning
Adjust resource plans dynamically, for example when customer demand shifts unexpectedly, ensuring that the operation remains aligned with the day’s evolving needs. More overtime might be needed, or extra coaching time may become available.
🔄 Workflow Design
Explore how workflow to colleagues can be further optimised. Also, identify and specify where automation can help boost efficiency and customer experience.
🚨 Incident Management
Respond swiftly to unexpected disruptions that impact customer service. Coordinate with stakeholders to mitigate issues, communicate updates, and implement recovery strategies to restore normal operation as quickly as possible.
Real-time teams ensure that both people and technology are fully leveraged, bridging the gap between strategy and execution. Their dedication to enhancing performance and tackling challenges helps build an exceptional operation.
In my most recent Head of Operations Planning role, I frequently spent time working at the Operational Control desk. It provided valuable insights into the operation and revealed many improvement opportunities, and highlighted the true value of the team.
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Philip Stubbs is Partner of Atlantic Insight, and has over 25 years’ experience of improving performance within operational areas within a wide range of industries.
At Atlantic Insight, our mission is to help business operations achieve sustained improvements in operational effectiveness and customer engagement. We would be delighted to partner with you to improve performance. To start a conversation, please email us at hello@atlanticinsight.com, hit the Contact button on this website or call us on +44 (0) 161 438 2009.