How does one go about maximizing performance in a Call Center? Well training and motivation is vitally important and one can look to use statistics and client feedback surveys to determine the success of the call center. Answering a targetted percentage of calls over a set time and noting the percentage of abandoned calls are common ways to check that Service Level Agreements (SLA’s) and expectations are being met). The caller satisfaction surveys is another way to gage perfomance.

The challenge facing business that rely on Call Center is in keeping callers satisfied but at the same time making sure call duration and average handle times (AHT) are minimized. Helping the client but also providing a quick phone resolution is like yin and yang. Here are some ways you may consider to improve overall performance;

Call Disposition Reports: How long before it was answered, duration of the call, which agent answered , was it transferred and to whom, and classification of call. Remember differing calls will take differing amounts of time to handle.

Measure performance This leads us now onto Quality assurance. All calls should be recorded and quality assessed with randon monitoring. Upon that senior agents, Team Leaders and Trainers can assess skill gaps and direct coaching with the client. Clients will typically have their own trainers and training materials as they know their companies products and services best.

Skill Based routing: Route different types of calls to the CSR pool most suitably trained to handle them. This will reduce AHT ‘s of calls. Some agents may be cross trained to manage a variety of call types.

Staff Roster’s on volume: Service availability, Call volumes and duration averages will help determine a formula for the amount of staff required at any given hour.

Constant Training & Improvement: Keep agents trained and on a continual process of improvement. Huddles before and after shift can be effective. The agent needs regular training, coaching and feedback on improvements.This can be assessed by call monitoring and also acted on by feedback from the clients.Agents should always be given access to review their stats and progress improvement.

Capacity: Call center should have capacity and also redundancies in place to handle large amount of simultaneous calls reliably. Calls that queue can be prepped with efficient IVR and music to relax the incoming caller.

Live Transfer Capabilities are important in cases where calls cannot be resolved, require escalation or are being transferred in the case of Sales for closure. Pre- recorded calls on answer machine, “parking” of calls where agents transfer and can hear senior agent complete the call and response (IVR) menu are other desirable features that can be considered for a call center.

Final point always reward agent performance: SPIFS and recognition for a job well done helps to motivate and is proven method for best results. Building teams of performers is the key for sustainable longterm successful call center.

Any questions or on matters of advice on Call center feel free to contact me anytime.

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