When it comes to enhancing call center operations, nothing matters more than to increase call center team productivity. Whether your agents work from home or from the office, it is important that they operate as one cohesive unit.
That said, the struggle with performance, productivity, and burnout is a never-ending one for any contact center team, remote working or no remote working.
Thus, it makes sense to invest in tools that fine-tune operations and enhance team performance and productivity right from the start so you’re able to ensure the highest level of customer satisfaction.
The Value Of Agent Performance And Productivity
Productivity is the mainstay of workplace success as it empowers businesses to meet customer expectations. If you have a productive team, they will successfully deliver more products and better services to customers.
Additionally, they will achieve the same or even better results in a shorter time, leading to higher profits. While it takes some effort to build a productive team, it is worthwhile considering the benefits it brings your business.
Your team members have the highest motivation and energy, ready to give their best. In call center settings, they limit the time spent on unimportant tasks and steer clear of distractions. Don’t most businesses hope for the same?
Ways To Maximize Call Center Team Productivity
Even before you assess call center metrics to evaluate your agents’ productivity and the team as a whole, you must have a strategy in place. The idea is to adopt measures that help you yield better results right from the start.
Boost Employee Motivation
The first step is to motivate people as it encourages them to go the extra mile. This can be achieved by offering incentives, reviews, and goal setting in your contact center. Peer motivation is also a worthy trick because most people try their best to emulate performers.
A distributed workforce can easily feel disconnected and lose track of individual and team objectives, so team motivation becomes even more crucial in the remote work scenario. It eliminates the need to micromanage as every member is motivated to give their best even as they work from home.
Create And Share To-Do Lists
Call center agents are assigned an overwhelming number of tasks daily. This can make it tough for them to balance tasks, ultimately impairing their productivity. Thankfully, you have to-do lists to address these snags.
Create and share lists with your team as a reminder to ensure they check all boxes, not just call handling and forwarding. These lists are valuable as you can replicate them for similar types of projects. They even help with time management and prevent wastage and procrastination.
Further, to-do lists nurture good work habits in the long haul, making people more productive and mindful.
Encourage Smart Multitasking
High team productivity in call centers also hinges on intelligent multitasking. It is important to have competitive people in the sales and support positions. These employees have to handle many tasks together, from conversing with leads and clients to taking notes, checking emails, and switching between programmers.
Smart multitasking boosts efficiency, increases productivity, builds employee resilience, and inspires adaptability. But you have to encourage the right ways to multitask to ensure maximum results. Done incorrectly, it may cause employees to lose their focus, cut corners, and even end up with unfinished tasks.
The idea is to train them to secure the pros and leave the cons.
Prioritize Time Management
Team productivity and performance also depend on how well your agents manage their time. They may get distracted and waste their time doing nothing. At some point, they may get stressed because work piles up.
You can help them address such situations by prioritizing best practices for time management in the company. Deploy a system that requires them to log activities according to time.
Set shift-based goals using OKRs and ensure they tackle the most critical tasks first. Empower your agents with the right tools and delegate tasks such that everyone gets a fair share of the workload to manage.
Chronic workplace stress and remote work make people vulnerable to burnout, which is the last thing you will want to happen to your call center employees. It can cause exhaustion and negativity, harming workplace productivity. It can even lead to high absenteeism and churn rates within the organization.
As an employer, you can do your bit to prevent burnout. Foster, a low-stress environment to start with. Implement proper software solutions to enable communication and collaboration for reducing gaps. Incentivize agents but avoid overloading your top performers. Train your agents well and offer opportunities for career growth.
Provide Autonomy To Teams
Employees suffer when they do not have enough freedom and flexibility. Provide the right tools and training to start with, and empower them to make informed decisions without organizational silos. Show confidence in their skills and abilities, and they will invest extra effort in giving their best.
Schedule regular team meetings and encourage them to share fresh ideas and perspectives. Educate them about the value of delivering a top-notch customer experience and set expectations. At the same time, you must share call center metrics and KPIs with them to understand what they need to achieve.
Focus On Employee Engagement
Keeping employees engaged requires some effort, but the benefits stemming from engagement are worthwhile. Seek active participation in company policy-making by asking for their input on the existing system and potential improvements.
Incentives, gamification, and training also play significant roles in improving employee engagement. The more involved you make them feel, the more they will contribute to efficiency, productivity, and performance.
Give Frequent, Short Breaks
Frequent short breaks prevent stress and burnout and improve productivity. Give them a few minutes to refresh physically and mentally amid time-consuming tasks. They can have a quick snack, take a walk, or do some stretching exercises.
Once they return, they will be ready to take on work challenges. You can also use software to monitor and manage breaks so that your team members don’t waste time.
Provide A Single Source Of Data
Providing a single source of data to your team is another way to make them more productive. A CRM is a good start in the short term, but you must invest in cloud-calling software to deliver a great customer experience in the long haul. Software integrations can easily be integrated with a cloud system to sync customer data and make it available to the representatives when they need it during calls.
The final piece of advice is to have a virtual call center that lets agents take calls anytime and from anywhere. It is the need of the hour in the era of remote work because you can expect agents to work from home for the foreseeable future. The setup can make them more productive and enable flexibility to ramp up overall performance.
Vanita Arora is a marketing enthusiast associated with Servetel, a prominent IVR service
provider. Being greatly in love with music and traveling, she has always been fascinated with technology.
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