What is Real-Time Management?

Real-Time Management (RTM) is the process of proactively managing agent contacts and queues on the same day they occur to ensure that contact center service levels and business targets are met. This involves monitoring and adjusting resources in real-time to handle fluctuations in call volume and agent availability.

How to Calculate Real-Time Management

Calculating RTM effectiveness involves tracking several key metrics, such as:

• Service Level: The percentage of calls answered within a specified time frame.
• Average Speed of Answer (ASA): The average time it takes for a call to be answered by an agent.
• Occupancy Rate: The percentage of time agents spend handling calls versus waiting for calls.
• Abandonment Rate: The percentage of callers who hang up before their call is answered.

Why Real-Time Management Matters

RTM is crucial because it:

• Ensures Service Levels: Helps maintain agreed-upon service levels, improving customer satisfaction.
• Optimizes Resource Utilization: Ensures that agents are effectively utilized, reducing idle time and overstaffing.
• Enhances Customer Experience: Reduces wait times and improves the overall customer experience.
• Supports Business Goals: Aligns contact center performance with business objectives and targets.

Factors Influencing Real-Time Management

Several factors can influence RTM, including:

• Call Volume: Unexpected spikes or drops in call volume can impact RTM.
• Agent Availability: Absenteeism or unexpected breaks can affect real-time management.
• Technology: Advanced workforce management tools can enhance RTM capabilities.
• Training and Skills: Well-trained agents can handle calls more efficiently, improving RTM.

Strategies to Improve Real-Time Management

To improve RTM, consider the following strategies:

• Implement Real-Time Monitoring Tools: Use software to monitor call volumes and agent performance in real-time.
• Flexible Scheduling: Adjust agent schedules dynamically based on real-time data.
• Cross-Training Agents: Train agents to handle multiple types of calls to increase flexibility.
• Regular Communication: Keep agents informed about real-time performance and any necessary adjustments.

Related Terms

• Intraday Management: Similar to RTM, focusing on managing resources within the same day.
• Workforce Management (WFM): The broader process of forecasting, scheduling, and managing contact center staff.
• Service Level Agreement (SLA): A contract that defines the expected level of service.

Conclusion

Real-Time Management is essential for maintaining service levels and achieving business targets in a contact center. By effectively managing resources and responding to real-time data, organizations can enhance customer satisfaction and operational efficiency.