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Amanda Restu Adzani
Associate Manager
Burcin Gunes
Senior Learning and Development Manager
Saskia Y. Kusumah
Contact Center Manager
Bikram Kumar Singh
Founder, President & CEO

Article : Maintain Productivity Even When Reducing Staff

#contactcenterworld, @c4auk

Many big name brands have been closing their doors, Debenhams, Select, HMV, Toys ‘R’ Us UK, Maplin are amongst them. This raises the question, what can an organisation do to survive when faced with a situation where they need to urgently save resources, but still provide a good service?

To save money, companies will begin to reduce their level of staffing, usually the last members employed will be among the first to go, meaning it can be difficult for remaining employees to handle the demand of the workload. This can lower morale and productivity further, affecting the survival of the organisation.

By laying off members of staff, the organisation can reinvest the money that they have saved on wages, this can be used to pay suppliers and procure solutions that will help bridge their staffing gap. This can include web chat software, which can be acquired on a monthly subscription, so if the worst case scenario was to happen, the company can cancel their agreement and only pay for what they have used, rather than be tied in and having to pay upfront.

How does Web Chat Software Increase Productivity?

Web chat allows several users to be logged into the system at the same time, which can be scaled up or down to reflect your staffing levels. Each available operator can take multiple chats, as each visitor will have different requirements and typing speeds, allowing a representative to be composing a response to one whilst the other is writing their message.

Where an organisation may have needed 30 representatives to answer phone and email enquiries as they could only handle one at a time, the company may now be able to reduce their staff to 10 operators handling chat enquiries, as on average a user can handle 3 chats at any one time. This is potentially 20 salaries that can be reinvested.

Operators can increase their productivity by speeding up their chat responses; this is achievable in a couple of ways. Firstly some solutions will show the visitor typing in real time; therefore representatives can start to gain an idea what the enquiry regards and begin to form how they are going to respond. Web chat systems can also provide a library of answers that have been agreed by management and are accessible to the operator during chat, providing them with a full reply or one that they can tailor to fit the question. By having quicker response rates, an operator can reduce the amount of time they are in that chat for, allowing them to handle a new enquiry sooner.

It can also increase productivity if the visitor is speaking to the correct department/representative, rather than being transferred. Web chat can be set up to direct the visitor to the relevant department either automatically with the chat button on a certain page assigned to a specific team, or with a selector on the pre-chat form where the visitor can choose who they want to speak with. This increases the chance of the enquiry being answered first time and reduces involving multiple operators.

Web chat can be implemented at any time to increase productivity whilst helping to save resources and reinvest into the company. 

#contactcenterworld, @c4auk

About Click4Assistance:
Company LogoEstablished in the UK at the inception of the live chat concept, Click4Assistance was one of the first, ground-breaking providers to introduce live chat software for websites. For more than 10 years we have been successfully providing a complete live chat software solution for SME and corporate organisations.
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More Editorial From Click4Assistance

Published: Monday, September 2, 2019

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2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
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Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Applications support en...
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Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
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eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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