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Did you know that an average employee is productive only 60% of the time? It is, in fact, one of the contributing reasons why the employees have a tough time meeting the metrics they are supposed to.
The unfortunate fact is a call center’s efficiency is very much dependent on the productivity of an employee. When a team as a unit puts forward their best work rate, it shows in the result. While you cannot deliver feedback after feedback regarding how your team can increase their numbers, you can certainly make some changes that will inspire productivity automatically.
From introducing Voip Predictive Dialer to implementing fun activities once a work week, there are a lot of things on and off the work that can change the way things work in your call center.
Let us take a look at those.
Call routing system
The call centers are responsible for tackling customer complaints and inquiries. However, call centers face an issue with inefficient routing systems that can lead to a lot of time wasted in the procedure.
The call routing system is a little different from the Predictive dialing system. These help the call centers address customer inquiries with a minimum amount of resources. The companies use these systems to prioritize calls. The systems also assist in noting which calls need the most attention.
Introduction of a predictive dialing system
The Best Predictive Dialer efficiently screens out the lines that are busy and unanswered. It saves agents a lot of time. Moreover, it facilitates the agents’ efficient switching between two live calls and focusing on sales and conversion using the Voip Predictive Dialer.
Short breaks implementation
There are a lot of reasons for stress and tension in a call center, from irate customers to meeting the metrics. Moreover, there are stringent protocols that need to be followed. All of these aspects of working in a call center might add up and affect day-to-day activity and job satisfaction.
They can also prohibit the agents from going above and beyond and forming emotional bonds with the customers, which can lead to lasting loyalty.
A solution to this is to introduce timely breaks for your agents throughout the shift. It will help them take a breather and cool off.
Guided-workflow
A guided workflow eases problem-solving by leading agents through customer interactions step by step with in-call nudges to reach the resolution stage quickly and painlessly. It is especially beneficial in training new agents and troubleshooting technical issues.
Wrapping Up
These are some of the few ways in which you can improve efficiency in a call center. If you are looking to make a change in terms of multitasking, a predictive dialer can be a game-changer for you.
