Maintaining high productivity and keeping employees motivated are ongoing priorities for call centres. Technology, training, andexcellent workstation designcan all help boost efficiency and call service quality in any call centre. These strategies can be applied to any call centre to improve productivity and customer service standards.
1. Workstation Design
Good workstation design enhances employee satisfaction and help set the foundation for a great call centre team. Workstations can be designed to facilitate communication between teams and manage noise level. For office furniture, Sydney has a range of excellent suppliers who can also assist with workhub layout design.
Longer sitting hours can be made more comfortable with ergonomic office chairs. Suppliers for office chairs in Sydney and elsewhere can ensure that your staff members are fitted with suitable chairs.
Great customer services requires adequate training, and today there is an abundance of cost-effective web based training programs. In addition to the initial induction and training, consider ongoing training programs to keep staff members educated on the latest industry changes and how to use call centre technology. These training programs can allow management to create larger workgroups where team members can take any query.
Select a number of staff members from different function groups to be cross-trained. This can assist during the time when there are high volumes in team or group. Cross-training can also boost morale by providing additional career paths and opportunities for employees.
3. Call Management and Monitoring
Management can equip themselves with effective call management tools that support better call allocation, monitoring, and feedback. Common call management features are automated introductions and routing that’s activated by the caller using the touchpad, queue managers, and real-time monitoring for entire teams or centres.
Managements can track call times and record calls to provide feedback to staff about service standards. The information obtained through call management tools can also be used to improve productivity and call-handling times.
4. Measurement Metrics
Sometimes it’s useful to rethink measurement metrics. Shorter call-handling times are not always an indication of improved productivity. Combining qualitative measures with quantitative metrics provides a balanced approach towards measuring service standards and productivity.
5. Empowerment and Incentive Schemes
Happy employees tend to be the most productive. Empowering employees can involve training and responsibility as well as a transparent, fair, and innovative incentive scheme. Bonuses for top performers can be used. Some call centres use vouchers or travel rewards as a novel way to motivate staff.
Most training programs will not be absolutely exhaustive, so employees should have access to a central database or information system. A well-designed information database or system allows employees to quickly access detailed information in order to address customer queries in a timely fashion. Your IT system may be integrated with your CRM system to allow notes to be made with each query and staff to amend the file for more improved and context-appropriate customer service.
7. Customer Feedback Mechanism
One vital feature for call centre improvement is having a customer feedback mechanism. Actively soliciting customer feedback and encourage callers to tell you about their call experience. This may be as basic as a web feedback form or a formal compliant line.