Tip to Improve Call Center Management

One of the biggest call center management challenges (and headaches) is keeping accurate track of how agent time is being utilized. As most people already know, labor is the single biggest cost facing any call center – thus, in this gruelingly-bad economy, call center managers are under increasing pressure to maximize agent productivity and “do more with less.”

Call centers have always had time clocks – it’s the obvious way to ensure agents are showing up for their shifts on time, that they aren’t taking long lunches and that they aren’t leaving early. Even in the early days of call centers, agents were expected to “punch in” and “punch out,” sometimes using an old mechanical time-card clock such as might be found in a factory or warehouse.

But using a time clock to keep track of agents’ comings and goings is only half the battle. Just because an agent is clocked in doesn’t mean he or she is on the phone, serving customers. There are always those agents who are agonizingly slow to get to their desks – they have to get a cup of water, a coffee, go to the bathroom or chit-chat with colleagues as they go down the aisle toward their cube. Getting these agents on the phones sooner can be critical to improving customer service and, what’s more, to maximizing agent productivity.

Read More Article...

Related Posts by Categories

Widget by Hoctro | Jack Book