How to increase agent productivity in call centers?

Call center owners always tend to find some innovative ways to motivate their employees and boost their productivity levels. However, with quite a high turnover rate and low morale in different call centers, it is not much easy to keep the agent's productivity high.

While unfortunately, there are no such safest ways to maintain high standards or to boost the morale of agents. But still, there are some innovative ideas that can work best to enhance the productivity;

 

Use the information provided by IVR:

IVR system is the best way to measure the information and collect relevant details from the customers. And when the information provided by the user via IVR is not used by the agents, then customers feel bit frustrated and then forced to spend some more time on the call. So by using the information provided with IVR system, agents can efficiently save their customers’ time by collecting the information again.

Utilize internal communication:

When a company makes some changes without informing the support executives, then it becomes much problematic for agents and customers both. And if there is a source for proper internal communication then it ultimately causes the call center productivity to slow down. But now, this problem can be easily fixed by utilizing IP PBX through which calls can easily route to the relevant agent or department who can provide the best information regarding the issue. Agents can also handle calls rapidly and effectively by communicating internally whenever any change takes place.

Provide access to high-quality VoIP:

Voice over internet protocol can help agents increase their productivity, as they can communicate more effectively with their customers without any hindrance or disturbance. Using low-quality VoIP create different troubles and agents cannot perform well, thus choosing best VoIP service providers can easily tackle the issue and enable the employees to initiate better communication.

Schedule short breaks:

Allowing the call center agents to take short breaks when they feel stressed due to workload is a great way to enhance their productivity. When you provide the agents with the chance to get short breaks throughout their shift, then it will not only allow them to reenergize; but it would also save the call center from a worst customer service report which might when the already frustrated agent will take another phone call.

Arrange monthly contests:

At the end of the tiring day, call center agents also need some kind of motivation to enhance their performance. In many cases, arranging a healthy competition is a great motivator, especially it is providing the employees with the chance to be rewarded for going above and beyond the expectations of the campaign they are working in.

By improving your call center agents productivity, you can ultimately save a huge amount and enhance users satisfaction. If you want to ensure that you are utilizing all the necessary tools and software for better results, you can consult VoIP Terminator professionals to seek more useful advice.