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TASKE Technology's Call Center Blog

Posts Tagged ‘agent productivity’

Re-queues: Maximize the Good and Eliminate the Bad

The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly‑used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings. Because you don’t want the customer to wait until that particular agent is available, the unanswered call is placed back in the queue to be answered—ideally—by an agent who is currently available or one who is available next. Read more of Re-queues: Maximize the Good and Eliminate the Bad

Tags: abandon rates, agent activity, agent productivity, call analysis, call volume, customer satisfaction, forecasting, real-time monitoring, reports, service levels, statistics, Training

Do More Even When You Think You’ve Done Enough

In the past, we’ve talked about how it’s critical to keep your agents motivated and engaged. Customer satisfaction is directly affected by whether your agents care to handle callers and their issues efficiently and professionally. We’ve provided some tips for increasing agent engagement, such as providing higher-value work and offering incentives during peak periods, as well as making sure agents aren’t over- or under-worked. Unfortunately, one of the biggest challenges to keeping agents motivated and engaged is the nature of the call center. Dealing with frustrated customers and their issues can, understandably, take a toll on even the most conscientious agents on your team. Read more of Do More Even When You Think You’ve Done Enough

Tags: agent engagement, agent productivity, best practices, customer loyalty, customer satisfaction, incentives, turnover

Take Time to Understand Service Level Targets

Happy New Year. At this time of year, we often make personal resolutions intended to improve our sense of well-being. Your contact center likely has targets that help you determine whether you’re meeting or exceeding standards for service, which directly affect the well-being of your organization. This is a good time of year to review those targets and make sure they’re in line with expectations.

These targets are measured in terms of service level. Wikipedia defines that “service level measures the performance of a system. Certain goals are defined and the service level gives the percentage to which those goals should be achieved.” In a contact center, an important measure of the service level is defined by the telephone service factor (TSF). Read more of Take Time to Understand Service Level Targets

Tags: abandon rates, agent productivity, best practices, customer satisfaction, metrics, service levels, TSF

Keep Agents at the “Right” Level of Busy

Last month, we talked about ways to keep agents engaged during the holiday season. When call volumes peak, it’s important that agents continue to excel at customer satisfaction to gain new customers and retain existing ones through excellent customer service.

When looking at your agents’ ability to perform well when call volumes peak, it’s also important to monitor how busy they are on an ongoing basis. If agents are too busy most of the time, you may start to have problems with agent frustration and burnout. These conditions can mean that agents no longer handle calls as well as expected. As well, your turnover rate may increase at a time when you least need it.

Read more of Keep Agents at the “Right” Level of Busy

Tags: agent activity, agent productivity, call volume, customer satisfaction, customers, forecasting, motivation, occupancy, operating costs, work time

Three Tips for Keeping Agents Engaged During the Holiday Season

Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service.

Read more of Three Tips for Keeping Agents Engaged During the Holiday Season

Tags: agent activity, agent productivity, customer loyalty, customer satisfaction, economy, incentives, motivation, service levels, trends