If you’ve ever worked in a call center, then you will know how busy, loud, and distracting they can be. This is why call center managers can face a difficult challenge keeping employees on task and productive. If this sounds familiar, then don’t despair, as we will be discussing throughout this article 5 ways to increase productivity in a call center. Although we will only be touching the tip of the iceberg, hopefully you will have the foundations needed to start increasing productivity.
Customer Service Analytics
You may know that your workforce is good at sales and are excellent communicators, but this doesn’t guarantee you are maximizing their productivity. Introducing customer service analytics will give you access to a large range of quantitative measures that allow you to create better plans to enhance workforce productivity. You will no doubt have more questions about this, so go ahead and click here for more information about call center analytics.
During the day, there will be times where your agents are waiting to take calls – this can be as high as 49 minutes a day. The chances are that unless you tell them to, your agents aren’t doing anything productive during this time. So, why not take some of the larger tasks and break them into short jobs that can be completed during this idle time? Your workforce productivity will look after itself.
Everybody is different, and this applies to your workforce as well. Some people will manage to stay productive all day with just a lunch break. However, some people may become stressed out throughout the day and need to take a quick short break to hit the rest. Allowing your workers the flexibility to take short breaks will help alleviate stress and increase productivity.
The way your office is laid out can have a great impact on productivity and overall staff morale. You will need to consider the floor plan, furniture, lighting, colors, and decor when you create your office space. We could spend a long time delving into effective call center layouts, but that would decrease this article’s productivity – and that’s not what we’re about.
Everyone wants to feel valued for the work that they do, and your workforce is no different. Not only will offering incentives help increase productivity, but it will help prevent staff from leaving (which would be detrimental to your overall productivity). There are countless ways out there to run effective reward schemes – you should be as creative and fun as you can, given how mentally exhausting call centers are.
Being a call center manager is not an easy job and it comes with a whole different world of stresses than being a call center agent, but it’s your job to take the helm and lead your crew to success. As you will now know, this can be done by doing simple things on a day-to-day basis.