Contact center managers are always asking us, how can we improve our contact center operations today? The answer to this question differs from case to case. However, we do find a few solutions that seem to resonate with our customers more than others. Which is why we thought we’d share them with you.
Hopefully, you find some insight from our response and can use these tips to improve your contact center operations today.
Top Tips to Improve Your Contact Center’s Operations Today
Get Serious about Hiring
Now, whether you’re running an operation with 10 or 200 agents, it’s essential to start on the right foot. Hiring in numbers is not going to provide you with the sustainability that you are seeking. It’s crucial for you to create a standard operating process on how to recruit the ideal employee as well as how to train that employee through your onboarding process. The more aligned your managers are on your perfect employee, the more likely you will be able to sustain growth while retaining your current agents.
Understand Your Contact Center’s Operations Metrics
Time to talk to your managers and agents about their calls, and what’s going on. Don’t be deceived by numbers. As directors and managers, we can sometimes look at numbers and believe we know what is going on. Your agents are smart. You need to review your metrics and understand what they mean. Agents will learn to use your indicators against you and your business if given the opportunity.
For example, if you base your metrics on-call time, then you must ensure quality calls are happening. Otherwise, it is possible that agents will keep clients on the phone even when there is nothing left to be done…all to ensure management doesn’t come down on them.
Talk to your agents and your managers to understand the most important metrics for success. Break your metrics down and review them often. Work hard and ensure your agents are positively using their wits for both parties.
Recognize Your Agents
Turnover is no joke. As managers, we understand we will have a few A+ agents, a few D, and F, and then a majority of them will B and C. Do not forget about the B and C’s. They keep the company afloat and deserve recognition as essential employees to your business. The more support your agents have, the more likely they are to stay working for you.
Please let us know your thoughts. Are there any other significant changes you think could be necessary for your contact center operations? We look forward to hearing from you.
Until next time, be well.