Call center agent productivity does not mean handling too many calls within the shift, but it s about delivering quality results while handling more and more calls. Utilizing the best resources like an omnichannel call center solution at its best is necessary to boost agent productivity. In this article, we will share the major hacks that you can try in 2022 to boost the productivity of your agents.
1. Define and convey agent productivity KPIs
The productivity parameters have shifted majorly due to various reasons such as shifting client demands, pandemic, wars, increasing agent attrition rate, etc. Thus, for a call center, it is necessary to define the right success metrics that define the productivity of agents. Moreover, it is necessary to keep agents informed about major productivity KPIs, so they can focus on improving the values of these KPIs.
2. Empower agents with the right tools
It is necessary to use the best call center tools to empower your agents. In this digital era, using an omnichannel call center solution is a must. This will help agents provide a unified experience across channels to clients. You will also need to add different tools to your contact center software. For example, integrate CRM into the call center solution to let agents lead the context-driven conversations. If your call center uses any other software that your agents need to explore such as an ERP solution, IP PBX software, etc., then you need to integrate these solutions within the call center solution. This will give all the required features within a single system with a single sign-on.
3. Measure the value of KPIs in real time
Don’t wait until you get time to measure the productivity KPIs and then get panicked about bad values. Rather, use the live call monitoring features available in the omnichannel contact center solution to monitor productivity KPIs in real-time. This can help in taking the right actions in real-time, so you can coach your agents in real-time to work on boosting the productivity of your agents.
4. Use AI voice analysis for quality assurance
You can automate the quality assurance process with artificial intelligence-driven tools. AI voice analysis can evaluate all calls for quality parameters. It will analyze all calls and give scores to each call and different parameters depending on the quality of calls. This will give the case-wide data to train and coach agents to work more productively.
5. Incentives and rewards
We expect quality and productive work from agents, but that is not really a driving factor for them to deliver excellent work. To keep them motivated and stress-free, you must invest in training your agents to deliver better. Moreover, call centers need to give the best incentives and rewards to inspire agents to work more productively and also focus on quality.
By following these five effective tips will help you boost the productivity of your agents. If you are interested in getting the right call center solution or an AI voice analysis tool for call centers, we can help you. Contact us to explore our range of software offerings for call centers.