Top 7 Ways to Increase Agent Efficiency in a Contact Center

Increasing the efficiency and effectiveness of agents can substantially improve the results of a call center. The service metrics and the SLA (service level agreement with the provider) will help the call center to reach its objectives and even exceed them, establishing a series of guidelines.

How To Increase the Efficiency of Agents in a Contact Center?

1) Establishing Clear Processes To Solve Common Problems

By providing agents with a variety of best practice processes and proper training, you can unforceful eliminate any errors from customer service. The creation of these processes is managed by an expert and allows each agent to acquire the necessary knowledge and tools to handle customer queries and provide them with the appropriate solution.

2) Having a Training Program for Continuous Improvement

By establishing an ongoing training program, agents will receive the right training at the right time. When sessions focus on new customer service skills, best practice procedures, or specific issues that come up in the call center, the entire process becomes more proficient and effective.

3) Having Skill-Based Routing

The use of skills-based routing technology can help reduce call transfers and increase First Call Resolution (FCR). Even in a shared agent environment, where calls can be routed to the entire team, skills-based routing can make a significant difference. For example, if a call comes in for a home loan application and the customer is new to the system, the agent can handle it if they have the necessary knowledge and skills.

4) Monitoring and Training New Agents for Live Calls

With the right telephony and ACD (Automatic Call Distributor) system selection, a contact center can take advantage of live call monitoring and training. This is especially useful for new and inexperienced agents. Having a supervisor listening to live calls gives agents a sense of trust and security. If the agent begins to hesitate or needs help, the supervisor can guide them.

5) Providing a Chat between Agents

With agent-to-agent chat, agents can utilize the expertise of other team members and more experienced supervisors while supporting customers. Thus, agents can increase their effectiveness by asking questions in real time to the rest of the organization without the customer knowing.

6) Having a Favorable Ratio of Agents and Supervisors

Regardless of the size of the call center, it is important to maintain a favorable ratio of agents and supervisors. The exact ratio will depend on the services you provide; agent volume and location, among other things, but experts say a 25:1 agent-to-supervisor ratio is a good starting point.

7) Listening to Agents

Contact center agents are often the first to know about a faulty process or procedure. After all, they are on the front lines, taking calls and interacting with customers. For this reason, it is very important to set up a feedback loop for agents to provide information and suggestions. By implementing the team’s ideas, you will not only increase their efficiency, but also help increase their motivation and morale.