Call Center Operations

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June 30, 2011

Call Center Operations Improvements Discussed in White Paper

By David Sims, TMCnet Contributing Editor


Here’s a useful topic these days when it comes to improving your call center operations -- “The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service.” Fortunately that’s also the title of a recent white paper from Knowlagent, a provider of call center operations created to improve efficiency.

One of the most interesting subjects covered in this white paper is sharing updates with agents during downtime is crucial to improving call center operations. This is a great way to improve your staff’s knowledge and skills at minimal cost, without disrupting the flow of operations.

Pulling your agents from the phones to attend a training or coaching class is not the ideal approach, sending out training or coaching during a slow period, 5- to 20-minute education and training sessions or content, works better.

“You can use the same content for every agent, but effectiveness will be increased if training content is customized to address the specific needs of every agent,” the paper notes, giving an example of how it would work with your existing call center operations:

Let’s say your quality assurance process identifies 35 agents with performance issues. After the performance issues are identified, the QA tool sends each agent their QA evaluation form, the paper explains, and explains what they need to do about it.

“The number one weakness for most QA programs,” according to the paper’s authors, “is that supervisors do not get around to providing agents with the necessary coaching. As a result, poor performance often persists until agents are either released or burn out and quit, as it’s not enjoyable to struggle at a job.”

What the paper calls “targeted coaching on a real-time basis” is just one of the many innovative ideas in the paper itself, which reports that “based on experience, it will make a difference for more than 50 percent of agents. When coaching is delivered electronically, agents can concentrate on the new material without the stress of facing off with their supervisor on a one-on-one session."


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jamie Epstein



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