Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time and money).”
Sounds like the goal of every contact center manager. But what is the best way to get there?
Here are four ideas that might help.
- Work Backwards
A contact center will inevitably become more efficient if it doesn’t have to field as many calls every shift. While striving for call prevention may sound like a way to put one’s self out of work, it’s actually a way to reduce inbound calls in a way that will satisfy customers, while freeing your agents to address more substantive issues. The biggest hurdle here is that achieving this goal may not be possible by simply changing contact center policy. You may need cooperation and support from marketing, IT, product development, sales and other departments. But the end result will be worth it.
- A Qualified Traffic Cop
No, not the kind that will fix the stop lights so your agents always arrive at work on time. We are referring to a system that makes sure phone, webchat, and traffic from other channels flow efficiently. When calls are distributed properly, and when callers with specific issues or questions are routed to the agents best qualified to handle them, it helps to avoid traffic jams and call backups.
- Motivational Posters
This may sound silly at first, but there is a reason why posters are part of every political campaign and special interest movement to bring about a desired change. Some studies have shown that productivity goes up after hanging a few posters around the contact center with positive messages, words of encouragement and reminders of what’s important.
- Daily Agent Meetings
Who has time? Well, when you see the results perhaps it’s worth it to make the time. When every agent gets a few moments with the manager to receive encouragement or discuss concerns, they are made to feel valued and part of a winning team. Motivated agents are one of the best ways to ensure an efficient contact center.
Do you have any tips you can share on how you made your contact center more efficient? Let us know on our Facebook page
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