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Cut Every Customer Call By One Minute - Verint Monet - ContactCenterWorld.com Blog

Cut Every Customer Call By One Minute

Add up how many calls your contact center receives every week. Let’s say the number is one thousand – now consider what would happen if you reduced the length of each of those calls by one minute. We’re no math geniuses, but we believe that comes to 1,000 minutes – or more than 16.5 hours.

Among other benefits, that one improvement would cut average wait time, which inevitably improves customer service. Can you make it happen?  Here are five ways to achieve this goal.

1. Skill-Based Call Routing

Send the easy calls to the new agents. Send the angry calls to the agents who know how to calm agitated customers. Send the tough questions to agents who can answer them. A workforce management (WFM) solution makes skill-based scheduling a breeze, so you’ll always have the right combination of agents on the floor to handle every type of call.

2. Faster Information Access

With a WFM system that delivers quick access to caller information, the agent won’t have to ask basic questions or go through the same information-gathering already covered by your IVR.


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3. Polite Pushing

Sometimes (ok, a lot of times) the reason calls run long is that customers won’t get to the point. Agents have to remain courteous in these situations, but test out methods for steering the conversation back where it should be, and try different, pointed questions that will shorten the path toward answers.

4. Don’t Just Hear – Listen

Train agents to focus on what the customer is saying, and to carefully enter notes into the system. Even if the agent is confident in his or her memory skills, it’s better to have a written record of the key points of each call. Also make sure an agent’s station is free from distractions, and that personal cell phones are turned off during work hours.

5. Rewards

If nothing else works, try this: “All agents that cut an average of one minute from their calls this week will receive a special reward” (whatever you believe will get results). However, if you try this monitor the situation closely to make sure agents reduce call times the right way.

Find out more about Monet WFM, our workforce management solution

Or see Monet WFM in action with a free online demo!

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/cut-every-customer-call-by-one-minute

Publish Date: October 1, 2018


2023 Buyers Guide Automated Call Distributors

 
1.) 
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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018
The Competitive Edge Delivered by Speech AnalyticsOctober 1, 2018
Cut Every Customer Call By One MinuteOctober 1, 2018
Remote Agents: Making That System Work With Workforce ManagementOctober 1, 2018
Comfort Pets at Contact Centers? Why Not?October 1, 2018
Five Musts for Your Workforce Optimization SolutionAugust 29, 2018
The “Now You Knows” of Speech AnalyticsAugust 29, 2018
Can Contact Center Agents Replace In-Store Employees?August 29, 2018
Healthcare Contact Centers: The Open Enrollment CrunchAugust 14, 2018
5 Tips to Optimize Contact Center SchedulingAugust 13, 2018

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