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Strategies on Improving the Level of Productivity in Your Call Center - SelectVoiceCom - ContactCenterWorld.com Blog

Strategies on Improving the Level of Productivity in Your Call Center

 

The overall success of an organization hinges much on the efficiency of its call center operations.

However, there are numerous potential roadblocks that should be addressed proactively to ensure that every cog in the machine is running smoothly.  

Successful business managers are aware of this, which is why they are constantly looking for new strategies that will leverage all their resources to positively impact call center processes.

It’s easier said than done, but it’s not impossible if you follow all the strategies below.

1. Provide agents incentives and rewards

Offering call center agents a competitive incentive and rewards package can go a long way in boosting employee morale.

Additionally, satisfied agents are more likely to develop a mindset where growth and development are always under consideration.  

This, in turn, spurs them on to be more productive at work, which positively impacts the call center’s productivity.

Moreover, productive call center agents who feel they are compensated fairly for their good work are less likely to leave your company.

2. Increase agent autonomy

Giving agents more legroom to go the extra mile in helping customers can do wonders for your business concerning productivity.

Allowing an agent, for instance, to issue an unhappy customer a courtesy credit gives him or her a stronger ownership of the call.

The added sense of autonomy gives agents the wiggle room needed to bring about customer satisfaction when the situation calls for it.

To top it off, the added flexibility makes for a more streamlined call center workflow since the frequency of transferred calls is significantly reduced.

3. Enhance employee involvement in the organization’s decision-making process

A 2002 study by Wolf and Zwick concluded that involving employees in decision-making can have a profound impact on workplace productivity.

It makes sense too. When agents feel that their voice matters, they are more likely to understand their vital role in the organization.

The study mentioned above also concluded that being included in the decision-making process made significant improvements in employee engagement and customer satisfaction.

4. Give agents frequent short breaks

It wouldn’t hurt your company to give call center agents frequent short breaks. In fact, it can pay great dividends for your bottom line in the long run.

Listen: When it comes to building a relationship with your customers, your agents are your primary resource.

But if they are stressed out of their wits, chances are they won’t have the patience and the energy to keep customers happy and satisfied. That’s a disaster waiting to happen.

So allow agents enough breaks for the simple fact that it gives them better control over how they manage their stress. That sense of control alone is a stress reliever in itself.

5. Use software that provides comprehensive customer information

Having quick access to all relevant customer information can speed up customer service processes by leaps and bounds.

If you’re still using an outdated system where agents have to use multiple systems to pull up customer information, your customer satisfaction metrics will continue to suffer.

No surprise there. After all, Customers don’t like to be kept waiting, even if you have the best hold music in the world.

By using an integrated system where customer information can be accessed with minimal effort, productivity gets a boost and average handling time is vastly reduced.

6. Continuous learning and engagement

If you want your call center agents to be productive, every member of your management team has to start carrying himself/herself like a coach.

Remember, training doesn’t stop after the onboarding process. It has to continue through the agent’s entire tenure as an employee.

Agents are like professional athletes. Even if they’re already doing the work, they have to go through drills — both routine and specialized — on a consistent basis to hone and maintain their skills.

By utilizing cutting-edge call center training software alongside learning management system tools, your agents can hone their skills through simulations and eLearning scenarios.  

Key Takeaway

With the rise of social media, customers expect more from call centers when it comes to delivering great customer service. It goes without saying that business owners have to keep up.

This is why sound strategies have to be put in place to ensure that customer service agents are performing at peak levels.

Source: http://selectvoicecom.com.au/strategies-on-improving-the-level-of-productivity-in-your-call-center/

Publish Date: December 13, 2017 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from SelectVoiceCom

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