4 Ways to Make a Call Center More Efficient
The efficiency of call centres often depends on the productivity of its agents. When call centre agents are motivated and feel fulfilled and happy with their job, they can deliver greater customer service. Dissatisfaction and lack of motivation often reflect on the work of a tired team. However, there are a few adjustments that can be taken to spark motivation and increase engagement in a customer support centre.
1. Frequent breaks
Numerous cases, including meeting quotas, irate customers, and stringent protocols, can sometimes cause stress and tension in a customer support centre. All these can add up and cause dissatisfaction as well. However, a quick solution to this could be giving your team the option to take short breaks during their shift. Allowing them to take a breather or take frequent, short breaks in the restroom can enable them to overcome anything that might be causing their stress. For more information, visit Extend Communications and learn more from the available resources.
2. Give Control
Serving as a call centre agent can sometimes turn out to be monotonous. As an agent, you might have to follow a set of complex systems that might make your job seem repetitive and tedious. Some of these processes can get an agent stuck to the extent that they are unable to serve a valuable customer. However, giving your team a certain degree of control can enable them to make critical decisions that can impact on their productivity.
3. Measure Performance
Most customer service agents use the Key Performance Indicators (KPIs) to measure the performance of their agents. Besides this, you can utilize newer technologies to get more insights into the performance of your agents so that you can know where they need to improve. For example, call centres can integrate technologies that can track response times, time spent on calls, and speech analytics to assess areas that need to improve.
4. Recognize Achievements
One way to motivate your agents is to incentivize top-notch performance, provide them with positive feedback, and recognize them even for small achievements. Letting them know that they are making a difference to the company and customers can leave them happy and satisfied. Incentives such as free lunches and bonuses may also work well in spurring motivation. Gifts, however small they are, can give call centre workers an extra push to strive to their best. However, make sure that the gifts you give to your agents don’t encourage behaviors that might harm your business. For example, awarding customer service workers for their ability to take many calls may not always result in high performance. It can also make agents not to solve customer problems adequately and rush through calls.