Find out what happened without asking anyone.
Most managers find out how the day went by asking three people and adding it up in their head. By the time it is a spreadsheet it is Friday, it is history, and half of it is somebody's guess.
For whoever gets asked how the floor is doing.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
You find out on Friday
The figures turn up at the end of the week, by which point the bad Tuesday is long over and nothing can be done about it. Running a floor on last week's numbers is running something that has already finished.
The floor, as it is right now
One screen shows every call up at this moment: who is on it, which line it came in on, and how long it has been running. It changes as the phones change, so a queue backing up at half nine is something you see at half nine.
See live call monitoringSomebody has to build it
Every question means an export, a spreadsheet and an afternoon. The person who built it is the only one who understands it, and while they are on holiday nobody can answer a simple question about last month.
The day's figures already exist
Calls out and calls in, how many were answered, how many were missed and how long they ran, for each person and for each queue, over whatever dates you pick. It is counted off the calls themselves rather than exported and added up again, and you do not build it, you open it.
See call analyticsTwo people, two different numbers
The floor manager has one figure for calls yesterday and the finance side has another. Both were counted differently and neither is written down anywhere, so the meeting goes on the numbers instead of on the work.
One board, the same numbers for everybody
Put the figures your team argues about on a board and hand the board to that team. Two people opening it see the same numbers, so there is nothing to reconcile. You can hand it to someone outside as a link too, and set the day the link stops working.
See dashboardsThe only way into a call is afterwards
A rep is having a bad call right now and there is nothing to be done about it except have a word at four o'clock. New starters get left alone on live calls, because the alternative is sitting beside them all day and nobody has a day.
Get into a call while it is running
Pick a call that is going on right now and listen to it without either side knowing. Say something to the rep that the customer cannot hear, or join the conversation outright when it is going badly. A new starter can take real calls on their first morning with somebody quietly on the line.
See listen, whisper & bargeWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By what you want to do
Ask us what your floor did yesterday.
Name the three numbers you currently have to chase people for, and we will open each one in front of you and say who else in your team could have. If one of them is not there, we would rather you heard that from us today than found it out in month two.
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