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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.
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.
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.
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.
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.
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 |
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