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Industry Research : Survey Reveals Agents Average 49 Minutes of Idle Time Daily

Sept., 2011-- According to a survey of contact center providers, the average amount of idle time per day per employee is nearly an hour, as respondents report 49 minutes daily per agent on average. Knowlagent, an agent productivity solution for the world’s 10 million call center agents, released this and other findings from its 2011 Customer Contact Center Productivity Survey.

Knowlagent’s survey seeks tounderstand contact center management’s biggest challenges, and how they are leveraging technology, measuring productivity and performance, and delivering training.

"For a 100-person contact center, 49 minutes of idle time equates to 82 hours of downtime in a day," said Knowlagent CEO Matt McConnell. "This is a vast amount of unproductive time. Harnessing this time could be an ideal opportunity to deploy off-phone activities, such as communications and training which respondents say drive performance in key improvement areas but say they have little time to deliver."

The 2011 Knowlagent Customer Contact Center Productivity Survey asked questions in four key areas: management, downtime, technology and training. Results include:

Management Challenges: Culture Shapes Performance?Seventy-three percent of companies say contact centers are the company "face" to customers. Fifty-seven percent of call center managers are experiencing trouble finding or keeping employees with the right skills for their centers. Additionally, 41 percent say handling increased call volumes is the top contact center challenges for the year ahead. Fifty-nine percent also see productivity as a major challenge in the upcoming year.

Downtime: Measuring Performance and Productivity?A majority of respondents measure both contact center employee "performance," based on the final results of agents’ work (63 percent), and "productivity," based on measurable output (52 percent). Leading performance measurement is quality (36 percent), followed by first call resolution (35 percent). The leading productivity measurement is average handle time (32 percent) followed by completed calls per day, month and week (30 percent).

Training and Coaching: Lean and Personal?The survey found 50 percent of call center leaders say they deliver training infrequently or not often, while 30 percent regularly schedule one-on-one coaching. Sixty-nine percent indicated training directly impacts customer satisfaction and 62 percent say it affects sales. While social media interactions are increasing, only 13 percent indicate call center staff receive training in this area.

Technology Challenges: Keeping up with Growing Channels?Thirty percent of respondents see their contact centers’ technology as behind comparable contact centers in their industry or region. Another 46 percent of respondents say getting a better return on investment (ROI) in technology they already own is also a main challenge in the upcoming year.When it comes to social media, results are mixed. Only 24 percent of call centers respond to customer inquiries via social network channels, such as Facebook or Twitter. Twenty-six percent of respondents say their companies maintain separate, distinct teams to engage customers through these channels, and another 26 percent say other departments - such as marketing - tend to take up the task themselves.

Demographics of Respondents?Unisphere Research, a Division of Information Today, conducted the survey in August, which included input from 312 contact center executives, managers or supervisors. Most respondents manage inbound call centers, and close to half say they provide service and support as a service center or help desk capacity. Leading industries represented in the survey include manufacturing, IT services and consulting, insurance, high tech and financial services.???

Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Saturday, September 17, 2011

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2024 Buyers Guide IVR

 
1.) 
Premium Listing
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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