Knowlagent, a provider of call center operations sees how within the world of outsourcers, the increasing demands to raise revenues while simultaneously improving overall agent efficiency and performance can at times be overwhelming. If agents don’t measure up to these high expectations, valuable seats and contracts can be lost.

According to a recent survey conducted by Knowlagent, shrinkage can take up a huge chunk of an agent’s work day – as much as 30 percent of an agent’s time can be spent on completing off-phone activities. Primary loss accounts for 54 percent of shrinkage – this pertains to activities that occur outside of the call center management’s control like tardiness, lunch or absenteeism. Secondary loss consists of activities that can be managed such as training, social learning or project work. Secondary loss constitutes of 46 percent of shrinkage and, overall, 12 percent of an agent’s day.

Thankfully, the company has created RightTime, Knowlagent’s call center agent productivity platform, which will not only help to reduce the cost of shrinkage that is usually attributed to mandatory off-phone activities including coaching or internal training but will help to elevate the level of overall call center operations.

The RightTime productivity platform creates an activity queue to provide agents with necessary activities through a personalized, prioritized to-do list. It also can quickly located where small pockets of idle time are between customer interactions across all call center agents, and then transitions this time into larger blocks of free time for selected agents. The result is the innovative delivery of important communications to all call center agents turning idle time into Active Wait Time.

With Knowlagent’s call center operation solutions, outsourcers are no longer required to constantly update equipment. By seamlessly implementing this platform into outsourcing operations, dramatic improvements to productivity and overall customer service can be seen right away at a cost-effective price.