Efficiency and productivity – that’s what it’s all about at the call center.
The challenge with maintaining these attributes is that they don’t stop working all of a sudden. Productivity rarely drops suddenly – instead it slides, gradually, over a period of weeks and months until, left unchecked, a lower standard becomes the new normal.
If this is happening at your call center, or you just want to be vigilant so it doesn’t occur in the future, here are some tips to keep your business on the right track.
Agent attrition is an ongoing concern at most call centers, and one of its most important components is the training of new agents to replace those that depart. If that training effort falters, a business will exchange qualified agents with less-qualified substitutes, and productivity is certain to suffer. A fresh look at both initial and ongoing training efforts may uncover the source of reduced efficiency.
Does every agent know the numbers he or she is expected to achieve? Benchmarks should be clearly defined and reinforced. Rewards for those who get there consistently also encourage consistent productivity.
Meetings are important – but when they happen too often, or run too long, they can also interfere with a call center’s ability to serve its customers. Hold them only when necessary, keep them on a strict time limit, and make sure they are attended only by those employees that need to be there.
Among other benefits, speech analytics can expedite how customer information is updated, reducing wrap-up time on every call.