Next-Level Contact Centers: Boosting Team Dynamics and Operational Excellence 

Megan Becker, Manager of Hiring and Training, Reservations, Hershey Entertainment & Resorts Company, Steering Committee Vice Chair, HSMAI Contact Center 

Stephanie Davis, Team Leader, Sales Support, Accor, Steering Committee Member, HSMAI Contact Center SIG 

During a Contact Center SIG session focused on Team & Agent Dynamics and Operational Excellence, industry professionals from organizations such as Hershey Entertainment & Resorts, Accor, IHG, Rosewood Hotels & Resorts, and others gathered to share their experiences, challenges, and strategies in managing contact centers effectively. The discussions revolved around enhancing agent engagement, improving quality assurance (QA), and optimizing operational workflows. 

  1. Evolving Quality Assurance Practices

One SIG member introduced a transformative approach to QA, emphasizing the “Art of the Interaction.” Instead of relying solely on rigid checklists, this method incorporates a more flexible scorecard that focuses on themes such as: 

  • Art of Listening: Ensuring agents genuinely understand and respond to guest needs without making assumptions. 
  • Art of Simplicity: Keeping interactions straightforward to avoid overwhelming guests. 
  • Art of Advocacy: Encouraging agents to work proactively towards solutions that benefit the guest. 

This approach aims to move away from checkbox evaluations towards a more holistic assessment of agent performance, fostering better guest experiences. 

 2. Balancing Revenue Generation with Service Quality

One participant highlighted the challenge of balancing high revenue generation with maintaining quality interactions. They shared experiences where top revenue-generating agents sometimes underperform in service quality during non-sales calls. To address this, the manager emphasized the importance of integrating quality metrics with revenue incentives to ensure agents focus on both aspects. 

Another representative from a hospitality company echoed similar concerns, noting that while top performers excel in revenue, their performance on “shop calls”—interactions that don’t result in bookings—may suffer. This discrepancy poses a challenge in maintaining overall service quality without compromising revenue goals. 

 3. Innovative Engagement and Coaching Strategies

The group discussed the implementation of a Career Development Hub, which includes day-in-the-life videos and skill-building resources. This initiative empowers agents to take ownership of their career paths and encourages continuous professional growth. 

Representatives from other organizations shared their approaches to cross-training and coaching. One company is developing a unified coaching framework to standardize coaching practices across different teams, while another has implemented cross-coaching, allowing agents to observe and learn from other departments. These strategies aim to enhance agent versatility and foster a collaborative work environment. 

 4. Addressing Staffing Challenges in Smaller Contact Centers

Managing staffing, especially for less desirable shifts like nights and weekends, presents unique challenges for smaller contact centers. Participants shared various strategies to tackle these issues: 

  • Hiring Part-Time Agents: Emphasizing the effectiveness of hiring part-time agents to cover specific shifts, allowing full-time agents to maintain preferred schedules. 
  • Shift Differentials: Mentioning the use of additional pay for undesirable shifts to incentivize agents, although this approach has had limited success in reducing turnover. 
  • Flexible Scheduling and Floaters: Highlighting the use of floaters—agents trained to manage multiple accounts and shifts as needed. This flexibility helps maintain coverage without overburdening full-time staff. 

 5. Leveraging Technology for Compliance and Efficiency

Another participant discussed the importance of maintaining PCI compliance by avoiding direct credit card handling during reservations. This shift has led to concerns about reservation security and potential increases in cancellation rates. To mitigate these issues, organizations are exploring AI-driven solutions to streamline processes and enhance compliance without compromising customer experience. 

    5 Key Takeaways: 

       1. Transform QA Practices: Move from rigid checklists to a more flexible, interaction-focused evaluation system. 

       2. Balance Metrics: Integrate quality service metrics with revenue incentives to ensure comprehensive agent performance. 

       3. Foster Career Growth: Implement career development hubs and cross-training programs to promote continuous professional development. 

       4. Optimize Staffing: Utilize part-time agents, shift differentials, and floaters to manage staffing challenges effectively. 

       5. Ensure Compliance: Leverage technology and AI solutions to maintain compliance and enhance operational efficiency. 


Categories: Sales
Insight Type: Articles