{"id":21003,"date":"2021-10-10T12:01:29","date_gmt":"2021-10-10T11:01:29","guid":{"rendered":"\/gb\/en\/blog\/?p=21003"},"modified":"2023-01-16T12:17:59","modified_gmt":"2023-01-16T12:17:59","slug":"6-high-roi-ways-to-make-your-call-centre-agents-more-productive","status":"publish","type":"post","link":"\/gb\/en\/blog\/6-high-roi-ways-to-make-your-call-centre-agents-more-productive\/","title":{"rendered":"6 High ROI Ways to Make Your Call Centre Agents More Productive"},"content":{"rendered":"

Call centres are typically fast-paced work environments, with agents needing a breadth of knowledge and some quick thinking for their daily work. It’s no surprise, therefore, that call centre<\/a> teams are always thinking about productivity.\u00a0<\/span><\/p>\n

When productivity is high, you get faster call processing, better call outcomes, and more satisfied customers. When it\u2019s low, however, both your employee and customers will end up unhappy.\u00a0<\/span><\/p>\n

In this article, we\u2019ll delve into all you need to know about call centre productivity and highlight six high return strategies to get better results out of your call agents.\u00a0<\/span><\/p>\n

Let’s jump right in, shall we?\u00a0<\/span><\/p>\n

Call Centre Productivity 101<\/span><\/h2>\n

So, what does productivity mean in business?\u00a0<\/span><\/p>\n

Employee productivity is a measure that compares the output produced with the length of time it takes to complete a job.<\/span><\/p>\n

Simply put, it\u2019s the amount of work achieved by a worker in a set period. Measuring employee productivity is an essential step in calculating the return on investment (ROI) of your daily work.\u00a0<\/span><\/p>\n

How to Measure Productivity<\/span><\/h2>\n

There are many ways company leaders can measure productivity in the workplace, especially in the context of call centres. These strategies can be supported with <\/span>productivity software<\/span><\/a> to gain the most accurate productivity metrics. Key things to focus on include:\u00a0<\/span><\/p>\n

Quality of work<\/span><\/h3>\n

An employee may tend to thousands of customers, but the quality of their work is just as important as the quantity. Were they respectful? Did they understand the customer’s needs? What was their response time? A robust caller feedback system will help provide these answers, and more.<\/span><\/p>\n

Hours worked<\/span><\/h3>\n

When calculating employee productivity, labour hours are the most prevalent unit of measurement, especially where workers are paid by the hour. Typically, time worked will be used in conjunction with other metrics<\/span>\u2014<\/span>for instance, the number of calls answered<\/span>\u2014<\/span>to calculate productivity.<\/span><\/p>\n

Goals or quotas achieved<\/span><\/h3>\n

Start the year, month and week by setting goals, as this provides another reference system for measuring productivity. In the case of call centres, goals typically come in the form of call quotas: the number of calls to be handled in a given time period.<\/span><\/p>\n

Amount of work accomplished<\/span><\/h3>\n

Another way to measure employee productivity is by measuring the number of tasks an employee completes in a given amount of time. Depending on your priorities, this might be measured through the number of calls handled, or the number of cases resolved.<\/span><\/p>\n

Average handling time<\/span><\/h3>\n

This strategy is specific to call centres. Average handling time (AHT) establishes how long it takes an employee to handle one customer call on average. When handling potentially dozens of calls an hour, AHT is a critical metric. AHT also includes taking notes, tagging cases, and seeing things through to resolution.<\/span><\/p>\n

First contact resolution<\/span><\/h3>\n

First contact resolution (FCR) is a key metric of productivity. Simply, the faster a call gets resolved, the better it is for all parties. How many client calls are resolved on the first attempt? It’s considerably more beneficial to thoroughly address the customer’s issues on the first call, no matter how long it takes.\u00a0<\/span><\/p>\n

Customers, Companies and Agents All Benefit from Productivity<\/span><\/h2>\n

When call centre agents are productive at work, they are more likely to provide excellent customer service and interaction. This whole client experience is critical to retaining consumers and clients.<\/span><\/p>\n

Additionally, when employees are productive, the company’s revenue rises, meaning you can reward employees with pay raises, bonuses, and improved benefits. These perks serve to increase motivation, thereby promoting even greater productivity in agents.<\/span><\/p>\n

For customers, productivity equates to better customer service, resulting in a better customer experience<\/a>. Excellent customer service helps retain customers, and optimises revenue for call centres.<\/span>
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Image Source<\/span><\/a>\u00a0<\/span><\/p>\n

With all this in mind, it\u2019s important to understand what can impact productivity in call centres. Small changes in a call centre can make a huge difference. These changes include:<\/span><\/p>\n