Call center operations have evolved over the years, becoming innovative, multichannel interaction points to support customer service initiatives. These changes have been propelled by newly launched technology that gives agents the necessary tools to up-sell, cross-sell, resolve complex issues and properly represent the brand. Within call centers, shrinkage is an unavoidable element as agents must complete tasks before and after calls take place. However, shrinkage can be transformed into Active Wait Time through Knowlagent, a provider of innovative call center operations technology.

Activities that can be completed during Active Wait Time include training, coaching, communications, after-call work, administrative tasks, and assessments.

Training should not be looked at as a onetime thing. Instead, training should take place on a continuous basis in both individual and group sessions. Coaching should also be constant within all call centers, incorporated with elements such as call reviews, one-on-ones, performance management and scorecard review.

A crucial factor with call center operations is effective communications. Agents should continually be updated on added details or product changes and should be reading important internal emails right away. As soon as an agent hangs up a call, after-call work is also very important because these details will remind agents to follow up on prospective leads in the near future.

Necessary administrative tasks can easily be squared away during Active Wait Time including employee paperwork and projects, getting them out of the way and completed in a timely fashion.

Furthermore, assessments that look at overall skill levels must be done on a monthly basis to ensure that agents are highly knowledgeable and are continuing to provide the highes level of customer satisfaction possible.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.