Call centre plays a strategic role in establishing a company’s reputation. Call centre reps’ attitude towards the customers helps them evaluate what quality service would be provided to them. To ensure business success, inbound call centre must be able to address customer needs and deliver utmost customer satisfaction rate.
Do you know what customers say is the biggest frustration with inbound call centres? It’s being customers left on hold waiting for their turn to connect with the right agent and get the solution. Long hold times not only make customers disappointed but also loses business productivity.
Call centre plays a strategic role in establishing a company’s reputation. Call centre reps’ attitude towards the customers helps them evaluate what quality service would be provided to them. To ensure business success, an inbound call centre must be able to address customer needs and deliver utmost customer satisfaction rate.
The operational performance of the call centre companies should be effective to help businesses achieve the desired objectives. That’s why it is extremely important for the business to focus on leveraging call centre productivity and quality, which in turn strengthen customer relationships and improve retention rates.
In this post, you can see the 6 smart ways which can help you improve the inbound call centre productivity:
1. Enhance training and coaching of your agents:
One of the best practices to enhance the inbound call centre quality is to improve the call centre productivity and quality. There is no second thought that comprehensive training and coaching make your staff highly proficient and efficient. Provide your customer care reps with the full-fledged knowledge about their respective job duties. However, this is possible only if you hire skilled call centre reps and thereafter train them to excel their competencies in their job. For inbound call centre services, it is always good to have a team of highly skilled agents who will help in reducing average call handling time, improving first call resolution and ultimately customer service quality.
2. Bring motivation in the team:
Enthused and motivated employees are the valuable assets to a company. Motivation helps your team stay focused on performing their tasks dedicatedly. Managers at the inbound call centre can boost the confidence level of their agents by providing coaching to fill their knowledge gaps, develop agent’s self-assessment programs, and determine best was to improve agent’s missed KPIs.
3. Better insights to KPIs:
The next important thing is to determine which KPIs have the positive impact on your business. It helps you measure the customer satisfaction rate. Meeting standard KPIs enable companies to achieve the success heights. Here are some essential KPIs which needs to be measured by call centres to ensure the quality of customer experience. It includes call abandon rates, monetary cost per call, queue time,number of first call resolution, and call completion rate.
4. Provide a higher number of first call resolution:
Call centre reps must focus on first call resolution to improve the call centre productivity. It is imperative for managers to keep track the efficiency of their running processes to ensure the high rate of first call resolution. This will help managers in ensuring that they wouldn’t lose their customers and maintain strong relationship with them. To promote first contact resolution, call centres can make use of the automated technologies and tools. Managers must regularly monitor customer requests and track progress consistently to improve the quality of the inbound call centre service.
5. Consider external benchmarking:
With improving first call resolution rate, it is necessary to compare your call centre’s performance with the rivals. Internal call monitoring, analysis and assessments are more abstract that could not deliver you the clear picture of your position in the marketplace. For a true picture, you should consider external benchmarking.
6. Agent attrition:
Call centre agent attrition rate has been a major setback for companies. Agent churn impacts negatively the call centre performance metrics. Every time when a skilled and trained agent leaves. During this time period, managers must undergo the recruiting and hiring process to hire new agents. Well, this not only impacts the contact centre KPIs but also affect the quality of services. Therefore, it is quite essential to improve agent attrition rate to improve call centre productivity.
These are the important ways that can help you in improving the inbound call centre productivity and quality. This will not only help in improving customer satisfaction rate but also increase the revenue streams.