Triple productivity for your Call Center
Establishing new business opportunities, providing information about new products or services, and offering technical advice are some of the functions performed in a Call Center, so it's important to strengthen each of the company's areas so that everything works in a chain toward success.
Productivity, understood from a business perspective, is the result of actions that lead to achieving objectives, which, in turn, is reflected in a positive work environment, ensuring success.
#Productivity
And how can this success, productivity, be achieved in a Call Center? It's achieved by implementing plans or actions aimed at improving three areas: technology, processes and human resources.
It's important to have the right technology, as it reduces costs and ensures efficient customer service.
The use of measurement and evaluation tools is essential in both technology and other areas, as it enables difficulties in processes to be identified and necessary corrective measures to be taken.
Provide your agents with all the necessary information
Provide your agents with all the necessary information, not only about the product/service, but also about the software they use to provide appropriate customer service, to avoid misunderstandings, insecurities, or incorrect information that could undermine the brand's positive image.
Likewise, make sure the platform used in your Call Center unifies everything from customer databases to business information, including frequently asked questions that streamline customer service.
Artificial intelligence
Artificial Intelligence It can be 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 posed by the client.
However, to optimize work, the process area must be addressed with autonomy, flexibility, and responsibility.
This results in a reduction in customer service time without compromising service quality, as the agent will feel confident in transferring the call or delivering information that perhaps wasn't what the customer expected.
Assign specific tasks to your team so they're clear about their responsibilities and make better use of downtime during the workday.
Allow the agent to learn more about the customer, so the service will be more human and personalized.
Finally, to complete the triple bottom line that will allow you to improve productivity in your Call Center, you must implement actions aimed at improving your most important asset: your agents.
Human Resources Management
Human Resources management is an area that bears a greater responsibility for productivity, as it directs activities to motivate Call Center staff.
To ensure that agents work with motivation and thus generate productivity, their participation in decision-making must be increased, as they are the first source of solutions to everyday problems.
Balancing and organizing rest schedules is an incentive for a productive workday, as are financial bonuses, which can be determined by meeting qualitative or quantitative indicators.
And the work area should not be left aside: Lighting, access, ergonomics, and ventilation are some of the aspects that must be appropriate for the work performed by a Call Center agent.
These three points: Technological, process, and human resources must be evaluated so that the agent can understand, through statistics, where the weak point in customer service is and how to resolve it.
Fountain: https://bit.ly/3ewHEBC
Content Writing by: Isabel Uribe
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