Eight More Ideas for Better Contact Center Performance

Since there is never a bad time to listen to good ideas about improving call center performance, we’ve rounded up some of the best we’ve heard recently. Any or all of them can make a difference in your business.

IVR Routing

If IVR use is unavoidable, provide options that will make it easier to route customers to the agents best qualified to address their situation.

Maximize the Value of Every Call

How much data are you gathering from customer calls? Is there a way to add to that through a technology upgrade (such as speech analytics) or by a renewed focus on quality management and analysis of information gathered through workforce management? 

Setting Personal and Professional Goals

Most contact centers establish achievement targets – lower average handle time, better first call resolution, etc. As these are implemented, agents and other team members should also be challenged to set personal goals, such as a renewed commitment to courtesy.

Improve the Agent Desktop

Do agents have the information they need when they need it? Do they have to dig through various programs to find appropriate data, while customers are waiting to have their questions asked or their orders processed? Maybe it’s time for a more user-friendly solution.

Share Successes and Good Ideas

When an agent finds an effective solution to a recurring problem, make sure that word gets out. Identify calls where everything went right, and schedule a group session so everyone can listen to it and learn from what they hear.

Empower Agents

We’ve been discussing this often lately. Allow your agents to make decisions for customers – this not only requires a level of trust in agent judgment, it also necessitates a workforce management solution that provides agents with the data they need in real time to make an informed decision.

Review Remote Agent Practices

When instituted effectively, telecommuting agents can boost contact center efficiency, as well as staff retention and staff motivation. But it takes time and effort to bring about these positive results. Review your planning, execution and communication as it relates to home-working agents. Make sure you are getting them what they need to do their jobs, and that they are providing the same level of service you require from agents at your contact center.

Dig Deeper than KPIs

Average handle time is down? Great! But how did it get that way? Sometimes key performance metrics do not tell the whole story. Use this data as a launching point for an outcome-based strategy that places more emphasis on customer loyalty, customer satisfaction and new business sales.

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