HOW TO IMPROVE CALL CENTER EFFICIENCY: 5 METHODS

Call center success rests on several factors, and efficiency is a big one. With tons of incoming calls and numerous team members to manage, it can be difficult to improve efficiency and ensure a consistent workflow. Here are five methods you can use to keep your call center as efficient as possible.

Call centers are always busy with agents answering calls and helping customers. With so much going on at once, it can be challenging to know when and how to make improvements. That’s why it helps to take a step back and reassess how your call center operates so you can increase efficiency. And if you aren’t sure where to start, here are five methods.

5 Ways to Boost Call Center Efficiency

#1. Listen to Your Agents

Thanks to their heavy involvement on the front lines of your call center, agents will most likely be the first to notice a broken process or procedure. If you want to gain insight into the strengths and weaknesses of your call center, speaking to your agents is a great place to start.

It’s also important to have a place where agents can provide their feedback at any point during working hours, so if there is an issue at hand, they can notify management right away. Asking for feedback and implementing agent suggestions will not only increase efficiency across the board but will also boost motivation and morale.

#2. Take Advantage of Idle Time

Unproductive idle time equals unnecessary operational expenses, which is detrimental to?contact center quality, productivity and efficiency. Of course, idle time doesn’t mean bathroom breaks, time for agent comradery or lunch breaks — it means periods of time in which minimal calls come through.

Idle time exists at every call center, and there are plenty of ways you can take charge, so the time is used more effectively. Some small tasks and activities that agents can focus on during this downtime are:?

• Participating in team huddles regarding a certain topic?
• Reviewing tips that will?improve customer interactions
• Crafting thank-you emails to customers
• Reviewing best practices?
• Reviewing client feedback and insights?
• Technology training?

Or, you could use this time to have one-on-one conversations with agents regarding how they’re feeling and if they have any feedback to improve call center workflow. Using idle time for these discussions and activities is a great way to improve efficiency and communication with your agents.

#3. Provide Continuous Improvement Training

Call center training?is simply never complete. There are always new procedures and processes that need to be reviewed and certain problems that need to be addressed. Establishing a?continuous improvement training?schedule is a great way to provide agents with the knowledge and skills they need to succeed.

There are plenty of ways you can train your agents, from offering internal training through your own management or using an online program that walks agents through tips and tricks at their own pace. No matter what training method you choose, providing this education will ensure your call center agents are competent and informed.?

#4. Implement a Proper Agent-to-Supervisor Ratio

It doesn’t matter how large or small your call center is — it’s always crucial to have the proper agent-to-supervisor ratio. If you have too many agents and not enough supervisors, it will be nearly impossible to assist every agent throughout the day. If you have too many supervisors for only a handful of agents, this is counteractive, and you will waste money to keep them all employed.

The exact agent-to-supervisor ratio for your call center depends on the services you provide, the volume of work you have and the location of your call center. If you still aren’t sure about the ratio you should establish, beginning with a 5:1 or 20:1 ratio agent-to-supervisor ratio is a good place to begin, and then you can adjust accordingly as time goes on.

#5. Invest in the Best Technology

Investing in?the best call center technology?is one of the most important things you can do to improve efficiency. The best call center technology will streamline agents’ jobs, making it easier for them to communicate with clients and solve problems quickly. Some?imperative call center technology?includes:

• Screen-Pop:?A tool that automatically displays caller information on an agent’s screen when a call comes in. This alert includes any relevant caller information found in the CRM database, ensuring that agents are ready to help customers—even before they answer the call.
• Custom Reporting:?Call reporting includes crucial metrics like call, queue, talk and hold time. Understanding these metrics makes it easier for you to make data-driven business decisions.?
• Click2Call:?This is a VoIP (Voice over Internet Protocol) feature, and it makes it easier than ever for customers to contact your call center. This tool removes the need for customers to copy and paste your call center’s phone number so they can simply click and get through to an agent instantly.
• Jobs Engine:?This tool synchronizes products, systems, databases, web services and more. It eliminates unnecessary manual work and redundancy for agents, allowing them to focus more on the?customer experience.?
• Call Recording and Voice Mail Integration:?Having call recording and voicemail integration means that these customer interactions automatically archive into your system, so you can access them at any time. This gives managers and agents the option to listen to calls and voicemails as many times as necessary.??

Conclusion

As you work to improve call center efficiency, remember that efficiency is all about balance. Knowledgeable agents, the right technology and a great work-life balance for agents will all work together to improve both the agent and?customer experience?at your call center. Efficiency is a continuous goal, and by implementing these factors at your call center, you will remain one step ahead of the game.?

Wondering how CDC can improve efficiency at your call center??Contact us today?to learn how our?cloud-based solutions?empower your agents and boost your bottom line.