Call Center Operations

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July 18, 2011

Knowlagent Video Explores Goals for Productive Call Center Operations

By Susan J. Campbell, TMCnet Contributing Editor

The call center space is perhaps one of the most important for any organization focused on delivering optimal customer service, yet too much downtime can create too much unnecessary cost for the company. Knowlagent is focused on helping contact centers to reduce this shrinkage and keep call center operations optimized at all times. 

In a recent Knowlagent video, the focus is on reducing that shrinkage. The basic concept is that paying staff for unproductive time over the period of a year is like paying for extra vacation time. Call center managers want to keep agents spending as much time as possible talking with customers so as to meet performance goals and drive revenue where applicable.  This heavily dedicated focus on efficient call center operations keeps the cost of the call center lower and customer satisfaction high.

 One important point in call center operations is that there are other tasks to be done, such as reviewing policy updates, training staff for new promotions and necessary after call work. The challenge is that in between these activities are many lost minutes of work time. Sometimes extra staff is hired in order to keep up with those non-call tasks, which further depletes performance levels. No matter which way you spin it, unproductive time costs extra money. 

Knowlagent helps call centers to recoup lost time in call center operations and make it productive. The software defines unnecessary non-call work, attaches a time value to that work and then creates a needs-based activity queue. By monitoring the ACD metric, Knowlagent finds pockets of wait time in which to assign these tasks to available agents. 

Instead of losing minutes here and there across the staff of agents, minutes are grouped and given to just a few agents enabling them to do useful work. Unproductive wait time is thereby transformed into active wait time. Reduced staffing needs and better time management saves money and allows more time for important tasks like agent training. Knowlagent helps recycle time to make call centers more productive.

Looking at the bigger picture, reducing shrinkage within the call center helps to create an environment with productive call center operations – a key goal for every organization.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Jamie Epstein

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