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Improving a Call Center’s Performance and Efficiency

by: soniaroody on Date: Thu, 3 Mar 2011 Time: 7:53 AM

Just like any other business venture, managing a call center isn’t exactly a walk in the park. You have to meet a large volume of customer demands and inquiries as well as know how to streamline business operations for better work efficiency. In these tough times, a well-run facility can mean the difference between prosperity and complete and utter failure.

If you really want to achieve success, then by all means set a goal for it and think how you’ll get there. Motivating agents to consistently meet targets and resolve customer issues is a good way of creating a work atmosphere that’s conducive to self-improvement; resulting in better business performance for all employees.

If you really want to have a more efficient office, then ask yourself why people call you in the first place. Once you establish the reason for customer contact, think of ways to improve call handling time. You’ll be surprised to know that long calls can greatly hamper productivity. Listening to recorded phone conversations can give you ideas on how to improve the service you give to clients.

In relation to listening to recorded calls, a good way of improving the performance of a call center is to share and recognize best practices. Let teams listen to good examples, and this will motivate them to do better as well. Post specific criteria and standards and allow them to judge for themselves which calls were indeed up to par. Recognizing and rewarding any agent who demonstrates excellent customer service will strengthen and reinforce the appropriate practices in employees.

Applying multiple skill sets is also a good way of improving the efficiency of a call center. Doing so can greatly reduce call handling time as well as implement faster service. It should be noted that this practice is easy to overdo. Be careful or else you’ll face the risk of employees becoming burnt out and quitting. For this to work, the agent should always have the right data at all times to reduce stress as well as enhance customer experience.

Analyzing different calls in a call center is an excellent way to know what appropriate actions are needed to improve performance. Also, building and nurturing relationships among personnel is crucial. Getting to know your players and recognizing their responsibilities will boost morale and give you the power to instill change and better meet the organization’s various objectives.

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