The success of your call center will always depend on how productive your employees are. That’s why you should make it the norm to compare your team’s productivity against call center productivity benchmarks in your demographic. Doing this has the potential to help you understand where your call center stands productivity-wise.
If your call center team is performing dismally and you want to improve its productivity, this simple guide can nudge you in the right direction. Keep reading to uncover what it takes to improve call center productivity.
Develop Multichannel Agents
Agents proficient in handling multiple customer service channels can easily connect customer information from different touchpoints. They are able to switch their tasks efficiently, thus, reducing the average idle time considerably.
What we are trying to imply is that the productivity of your call center is directly connected to how skilled the agents are. By training agents for multichannel interactions, you help them resolve customer inquiries better and faster.
Through this action, multichannel agents will enjoy a diversified work schedule. For this reason, they will have a sense of fulfillment from the job and are less prone to work fatigue. In the end, they can deliver better and high-quality service.
Reduce Repetitive Tasks
Most call center agents tend to have tons of repetitive tasks in their daily schedule. Such repetition can make their day mundane. Whether it is about updating the log, making call notes or sending email updates, repetitive tasks have the potential to lower your team’s productivity.
By taking it upon yourself to automate repetitive tasks or parts of them, you can significantly reduce the time your agents spend on non-productive work. As a result, they can pay attention to more demanding tasks.
To effectively reduce the number of repetitive tasks, it is essential that you schedule to fill idle time aps, manage your call center workflow, automate routine sales tasks, and take customer feedback automatically.
The above tips and strategies can certainly help improve call center productivity without necessarily having to push yourself to the limit.
