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How can BPO Companies utilize the Agent Idle Time? - Alexis Powell - ContactCenterWorld.com Blog

How can BPO Companies utilize the Agent Idle Time?

With the time, the significance of BPO firms has increased more than ever owing to their phenomenal services. Most of the business owners don’t think twice when it comes to availing services from the BPO companies.

To maintain the reputation, BPO firms always keep their eye on agent idle time. This is so because whenever agents sit idle during peak hours, productivity gets reduced. Apart from that, sometimes agents genuinely don’t have much work to do owing to the negligible or low call volumes. At that time, agents usually waste their time in gossiping or doing unproductive work.  

Well, there are some ways that BPO firms can use to utilize the agent idle time in order to improve the business’s productivity. 


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Are you an owner of a BPO firm? Do you want to utilize the agent idle time? Have a look at the following pointers that will make your life easier:

Conduct skill development sessions

Do you know the best way to utilize agent idle time? ‘Conducting skill development sessions.’ Sometimes agents face annoying issues while using modern technology but they don’t inform the management owing to multiple reasons. This factor somewhere affects the productivity.

Furthermore, newly joined agents always need extra training in order to bring the reliable results like their seniors do. That’s why BPO companies are always supposed to extend the training period.

Here are a few reasons that will explain why skill development sessions should be conducted:

  • Making a stronger relationship with the agents.
  • Reducing the agent turnover rate by increasing the job satisfaction level.
  • If agents learn new skills & technologies, the possibility of better productivity would increase.

Make a reliable timetable    

As we know that dealing with irate customers on the daily basis could give a jarring experience. That’s why most of the BPO companies allow their agents to take a time-out to reduce the stress levels. But sometimes this aspect creates unnecessary problems.

This is so because if agents take longer breaks or go for lunch at an inappropriate time during the peak hours, there is a high possibility that customers may not get the desired resolution within a short period of time. Consequently, this aspect leads to negative reviews and poor productivity.

To ensure better productivity, agents cannot be treated like a machine. Therefore, it is crucial to make a reliable timetable with` ample breaks so that nothing can lead to a high agent attrition rate.

Arrange meeting

Do you want to know the best way to render stupendous customer service? ‘Soliciting feedbacks from the agents.’ This is so because agents always have a fair idea about the customer expectations owing to the regular interactions.

But BPO firms oftentimes ignore this factor as they think that sending surveys to collect customer feedback is enough. However, this aspect is not 100% correct because customers sometimes fail to express their feelings while giving feedback.

Here are the benefits of arranging meetings:

  • You can collect constructive reviews that can improve the quality of customer service.
  • Agents can freely explain how work environment should be improved.
  • You can provide performance scores to your agents.

Allow best agents to share their experience

Being an owner of a BPO firm, you should be familiar with the harsh reality that every agent cannot bring the desired results. But terminating poor performing agents from their respective positions could give a negative impact on the whole staff.

Apart from that, hiring new agents can consume a lot of resources and money. This will affect the business’s bottom line for sure. Therefore, it is imperative for you to allow your best agents to share their experience so that low performers can understand the way to achieve better results.         

Discuss about the scripts

To ensure consistent performance, BPO companies always provide call scripts to the agents. But sometimes agents face unnecessary issues while finding answers in the scripts. This aspect usually increases the average hold time, which, in turn, leads to reduced CSAT score.

During the negligible call volume, it is significant for you to discuss how scripts can be improved with your agents. That’s how you can use agent idle time in order to improve the business’s productivity.     

Publish Date: July 24, 2018 7:26 AM

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