TMCnews Featured Article
Three Myths that Hinder the Productivity of Call Center Operations: Part 2
By Jamie Epstein, TMCnet Web Editor
Within call centers, there will always be times when a large amount of activity is taking place with a very high level of calls. However, at other times in call center operations some amount of downtime does occur.
Shrinkage remains a part of every call center. 12 percent of call center agents’ daily activity, though, is related to controllable shrinkage. Activities such as ‘must-read’ communications, after-call work, or training must be fully gauged by management, because specific times need to be scheduled for these activities to take place.
Instead of scheduling agents to complete these shrinkage tasks, you can ensure these tasks will be completed during active wait time. Active Wait Time is the small window of time between customer interactions, and Knowlagent can greatly improve employee productivity by collectively managing the idle time present in every call center more efficiently—by transforming down time into Active Wait Time.
In order to implement Active Wait Time in any contact center, Knowlagent’s technology can design activity queues which are specific customized to-do lists for each agent that are prioritized by importance, and can easily pinpoint down time and provide agents with jobs to complete during this time.
Using Knowlagent’s solutions, high shrinkage in the call center will be drastically reduced, and all agents can make increase their productivity during idle time.
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.
Edited by Rich Steeves