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How to Improve the Productivity of Call Center Agents?

Author: David Johnson
by David Johnson
Posted: Aug 31, 2019

Are you the manager of a call center? Then improving the productivity of your call center agents may seem like a difficult task. However, that doesn’t always have to be the case. You can actually make some basic changes that can have a huge impact on the way your call center agents engage with their work, collaborate with their co-workers and address the problems of the customers. Here are some tips to boost your agents’ productivity:

1. Enhance agent autonomy

In order to boost your call center or call center agents’ productivity, make sure that they have a certain level of autonomy. This way, the agents will feel less urge to forward the call to another department for detailed information. This will not only improve their work engagement, but also give them the flexibility in response to problems creatively.

2. Use call center software

With the rise of new technology, there has been a rise in technological issues as well. And to solve those issues, the calls to the contact center or call centers have also increased. The call center agents may find it difficult to handle this huge number of calls. This is where call center solution comes in. This software is a must-have for contact centers. Call center solution lets the agents provide a more personalized experience to the customers. Making use of contact center software can streamline operations. Less time is wasted and the productivity of call center agents is improved.

3. Offer incentives

Have your agents hit their performance target? Reward them with incentives that they would actually be happy to have such as a combination of prestige and offerings, including free lunch, bonuses, etc. Sometimes, all they want is simple recognition for their achievement and hard work. Offering incentives can play a huge role in increasing your agents’ productivity.

4. Proper training

If you want to increase the productivity of your agents, give them proper training. Once they have learned the basics, let them be familiar with all the features of call center solution. Call center software can do wonders for increasing your agents’ productivity. So let your agents know how to use the solution properly is of great importance. They should be aware of the fact that with call center solution, they can have access to customer data in real time, as this can increase their productivity.

5. Allow them to work from home

Letting the agents work from home actually increases productivity. According to research, employees work better when their working environment is comfortable, such as in their home. You can start by giving the agents the freedom to work remotely for a day or two every week. This will increase trust in employees, which in turn, will increase their productivity.

Make the agents feel that they are valuable to the team and encourage them to perform well.

These are the top 5 tips that can be applied in any call center to increase productivity of agents. The increased productivity results in many business benefits and the major ones are increased revenues or returns.

About the Author

Mehul is working on a promotional campaign of Crm Call Center integration service offered by a leading software company.

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Author: David Johnson

David Johnson

United States

Member since: Jan 23, 2018
Published articles: 41

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