In this article, we will discuss on how to improve agent productivity by discussing on various ideas with which Agent's Talk Time can be reduced. Call center software solution should look at reducing the agent talk time as much as possible. The premise for this discussion is that the Agent / Call Center Executive is the costliest resource in the system and every thing else works around them to help and maximize the Agent's efficiency.
Some of these are common sense and most common practices across Contact Centers. Some of them are specific to how the agent talks and walks the script with the customer. We have listed them down all here:
- Have Cheat sheets -
- Ready made information like phone numbers of branches , Escalation numbers where you need to transfer etc. Some of this information can be stored in your contact center software itself like transfer number lists, conference numbers etc - This feature is part of our product http://cloudagent.in
- Some data will be specific to your process, like if you are a cab operator you will find that having all the operator numbers listed ( easy to search) will shorten your talk time, or like having all numbers of bus operators will help in case you run a call center for a travel operator
- Here at Cloud Agent , we ensure that all our customers experience this efficiency by integrating their CRM systems. We have integrated almost 30 different CRM systems till date.
There are lot of ways to reduce talk time or eliminate the need to talk to an agent in the IVR itself. You can refer to our previous blog for this - http://blog.cloudagent.in/2013/06/5-characteristics-of-good-ivr-system-in.html
Hope to save some bucks for you ...Cheers