5 Time Wasters to Avoid that limit the Productivity of your Call Center
Is your call centre slipping on some significant metrics or missing essential features?
For instance, the standard time for call wrap is 3 minutes, but you are taking longer than that and not getting things done as expected. Then it simply means that your call centre has some pesky time wasters that are affecting productivity and limiting your growth.
The fact is, these time wasters gradually drag down the call centre operations and affect productivity. The issues don’t happen overnight, but existing for months and gradually creating problems in business operations. That’s the reason, its important to eliminate those time wasters that are creating harmful impacts on call centre productivity.
Manual dialling:
Manual dialling wastes a lot of time and effort, especially when agents make any mistake and dial the wrong number. Frustration gets double when they have to encounter a disconnected or unanswered call. That’s why the integration of auto dialer software can take care of the things in the best way possible. The software can simply dial thousands of calls instantly and bypass busy, disconnected and unanswered calls. By doing this, an agent can save maximum time and effort and only gets connected with live users.
Repeating things many times:
Let’s say the agent has started a conversation, but the customer is facing some problems which can be only solved by a call. An agent communicates with him but still failed to understand the problem. Without using the right software like IP PBX, agents waste a lot of time by transferring customers to different channels. But when they embed IP PBX feature, they can easily route the calls to the relevant agent and IVR can support them through communicating right according to their problem.
Spending more time talking instead of doing:
If your agents are figuring out more about solving the problems instead of doing it practically. Then it’s time to use a software or proper CRM that can help agents to solve the issues permanently rather than discussing them over & over again.
Because the agents are constantly pulling away from their important tasks and discussing several internal issues, then this would eventually affect their productivity. When agents spend more time talking with prospects for solving their problems, then it only creates confusion rather than solving the issue.
Asking too many questions from an unprepared agent:
It’s not a secret that if an agent is poorly trained then he might create problems for prospects because they are not understanding their issues immediately.
By doing this, they are simply wasting the company’s time in figuring out different complicated things. It’s better to recommend spending extra time to train agents so that the outcome could be different, and they can be more productive than ever before.
Failed to set team goals:
If your agents are working without any defined goals and objectives, then they are wasting time and effort because they would have the least idea about what they are doing and for what they are responsible.
Every big and small call centre should set some goals and benchmarks so that they could work on a predetermined plan, vision and mission. In case of larger call centres, this could be easily managed in a team, so that the team already has a responsibility in their mind.
To eliminate these time wasters, it’s better to consider using some advanced technologies so your business can offer more productivity and progress in a short time.
