6 Methods To Increase Inbound Call Center Service Levels - Taking You Forward, Inc. - ContactCenterWorld.com Blog
One of the ways you can determine the success of your outsourcing venture is by measuring your progress. A key performance indicator called Service Level measures how many calls were answered and how many customers were assisted in a given length of time. This helps management quantify how accessible the company’s service is to customers who call in. Here are six methods to help you make sure the service level of your inbound call center is high.
- Manage agents to increase their schedule adherence
To ensure that there are enough agents to handle the amount of calls that come in, you need to impress upon the agents the importance of coming to work on time and being at their desk ready to answer calls right on schedule. This includes dutifully following their break schedule and returning to their desk immediately after their break.
- Improve your accuracy in forecasting your calls and staff
Being able to accurately predict the volume of calls you can expect for the day helps you plan for the number of staff needed for a certain shift. Consider other factors that might contribute to an increased volume of calls, such as holidays, international events, or product recall. Don’t forget to take into account and prepare for issues that might affect your agents, as well, like bad weather or major events.
- Motivate and coach agents to lower attrition
Attrition refers to the rate you’re losing employees, often through resignation or termination. You will need to look into the primary causes of the attrition and address them. Whether it’s job dissatisfaction or poor performance, you can implement some strategies to boost employee morale and improve performance.
- Train agents to improve first call resolution and customer satisfaction
Efficient handling of each call takes skills and knowledge, which some agents may lack. Conduct training programs to provide agents with the information they need, correct ineffective habits and further develop their communication skills.
- Offer customers other support channels aside from speaking with a representative
When the phone lines become congested from a high volume of calls, more customers are left waiting in the queue and they become more and more dissatisfied. To lessen incidences like these, you can provide your customers with other means of getting the information they need. Utilize your IVR service, and email and chat options, and post updates and answers to frequently asked questions on your website.
- Monitor changes in the service level and keep agents informed
Track any changes and progress in the service level and reward your employees for their performance and contribution to the improvements in your service.
Get solutions to your business process concerns and keep your customers satisfied by choosing the right inbound call center. Call Taking You Forward, a fast-rising call center company in the Philippines. We’ll help you rise above your challenges.
Publish Date: September 14, 2015 5:00 AM
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