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From the blog

Improving Call Center Agent Efficiency

Agent efficiency
Agent efficiency
© Rawpixel / Dollar Photo Club

The competence of agents in making sure tasks are delivered successfully can strongly affect the productivity of a Philippine call center entirely. Agents who have difficulty in achieving standards in metrics, performance level and even attendance can weaken the foundation of the BPO since the employees behind it do not perform well. Improve agent efficiency with these simple methods that are proven to be effective in any offshore call center.

Consistent and continuous training

It is important to constantly find ways to improve and develop call center agents performance and skills. A consistent training period enables agents to develop skills as well as improve what they already have through ample lectures, mock calls and exams.

Fixing common issues at work

Make sure to immediately fix common issues at work by mediating when agents have concerns. By doing so, conflict and coming up with incorrect solutions are lessened or avoided at all. A common database of tried and tested solutions is beneficial for agents who want a quick reference.

Monitor live calls

By monitoring calls in real time, supervisors are able to listen in on actual calls and provide agents with feedback and coaching. Agents learn more with proper mentoring.

Optimal team leader to agent ratio

The ratio between these employees are important so that supervisors are able to make time for everyone in the team. If the agents are well supervised, they become efficient. Team leaders who have enough agents can equally provide feedback and attention to all agents.

Call Center agents are able to interact better with customers if they are motivated and calibrated well. Listening to their concerns is important for them to feel valued. By implementing these practices, employees are guaranteed to be productive and happy which can help you reach business goals efficiently and effectively.

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