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Posts Tagged ‘occupancy’

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.

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