Establishing new business opportunities, providing information about new products or services and offering technical advice are some of the functions that are developed in a Call Center, so it is important to strengthen each of the areas of the company so that everything works. chain to success.
Productivity, understood from the business field, is the result of the actions that lead to the fulfillment of objectives, which in turn is reflected in a good work environment, guaranteeing success.
#Productivity
And how to achieve that success, productivity in a Call Center? It is achieved from the implementation of plans or actions aimed at improvement in three areas: technology, processes and human resources.
It is important to have the appropriate technology, since it reduces costs and guarantees efficient customer service.
The application of instruments to measure and evaluate becomes essential both in the technology area and in others, as this will allow you to identify difficulties that arise in the processes and apply the necessary corrective measures.
Give your agents all the necessary information, not only about the product/service, but also about the software which they use to provide adequate customer service, with the purpose of not giving rise to misunderstandings, insecurities or erroneous data that affect the positive image of the brand.
Likewise, verify that the platform used in your Call Center unifies everything from the customer database to business information, including frequently asked questions that speed up customer service.
Artificial Intelligence It can become a great ally in the technological area, as it would support the development of simple activities in your Call Center, leaving your agents the task of resolving more complex situations raised by the client.
Now, to optimize work, the process area must intervene from autonomy, flexibility and responsibility.
This generates a reduction in customer service time without neglecting the quality of the service, since the agent will feel secure if he has to transfer the call or when delivering information that perhaps was not what the customer expected.
Establish specific tasks for your work team, so they will have clear responsibilities, making better use of their downtime during the work day.
Allow the agent to know more about the customer, so the attention will be more human and personalized.
Finally, to complete the triple that will allow you to improve productivity in your Call Center, actions aimed at improving the most important capital must be implemented: their agents.
Human Resources management is an area in which a greater percentage of responsibility falls in terms of productivity, since from there the activities are directed to motivate the personnel who work in the Call Center.
For agents to work with motivation and hence productivity, their participation in decision-making must be increased, since agents are the first-hand source in solving problems that arise on a daily basis.
Balancing and ordering rest schedules is an incentive for a productive day, as are economic bonuses, which can be determined by compliance with qualitative or quantitative indicators.
And the work area should not be left aside: lighting, access, ergonomics and ventilation; These are some aspects that must be consistent with the work carried out by a Call Center agent.
These three points: technological, processes and human, must be evaluated so that the agent knows through statistics where the weak point in customer service is and how they can solve it.
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Content Writing by: Isabel Uribe
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