Call centers involve many movable parts and it is crucial that different people work together to improve call center operations.

A recent blog post from Knowlagent, a major player in this space, compared call center operations to the way in which assembly lines are used as traditionally there was one designated person for each job. This allows assembly workers to excel at their vital roles, but fails to teach them how to complete the entire project.

“This type of production has made western nations wealthy but it has come at a cost, the loss of the individual and what the total individual can contribute to the organization. Call centers are similar to an assembly line production. As large number of calls are queued up and routed to the person in the virtual assembly line with some agents handling only one type of call, over and over and over again,” Dr. David Butler (News - Alert) stated in the post.

Although this innovative system can raise efficiency, it doesn’t allow employees to continue to expand their skill sets and therefore it is imperative that companies enable employees to continue to grow by being responsible for more and more tasks.

Butler added, “Let them explore other jobs, functions within the call center environment. You are paying them the same rate per hour. So if you use only 10 percent of their skill set you are potentially missing out on the other 90 percent of value that they bring to the organization. “

By assisting employees to continue to evolve, it will help to not only improve operations in the call center environment but it will yield a much more satisfied workforce and help to reduce retention rates.

Nobody wants to be bored in a job where they feel like they are constantly doing the same thing day after day, so empower your most valued asset—individuals in your organization—by breaking up their day through completing new and exciting endeavors.