6 Ways to Improve the Efficiency of the Call Centers

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How to Improve the Efficiency of The Call Centers
in Top 6
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Introduction

• The audit is one of the most dreaded words in any
  business. And the same is applied to call center
  audits.
• It is because, in any typical call center,
  innumerable variables are involved which are
  keeping track of the entire happenings and
  maintaining a smooth record of events becomes
  very difficult.
• You can expect a black swan scenario happening
  occasionally in the dynamic environment dominated
  by call center software. The dictionary meaning
  of an audit is an official inspection of the
  account of an organization by an independent
  body. However, when it comes to call centers, the
  whole process is invasive.
• The audit of a call center covers several
  verticals including productivity of the overall
  agents, monitoring of customer experiences,
  service quality and finding the various sources
  for methodically improving the overall operations.

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• So, what is the aim of conducting a call center
  audit? It is conducted to understand what is
  happening in the center, how the whole
  technologies, processes, and information are
  connected as well as being independent.
• For the successful evaluation of any call center,
  it is highly important to track down all the
  prerequisites and dependencies and do a
  root-level analysis.
• Monitoring the metrics and accordingly taking the
  necessary steps improves the efficiency of a call
  center. The advent of cloud in the call center
  environment has enhanced the role of data.
• It is important that most of the resources,
  irrespective of whether it is human or technical
  should work in unison for the better results.

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Here are some important points that should be
considered while carrying out a fool-proof call
center audit
Make It Easy With Audit Liaison

• When you want to conduct an audit for your call
  center, the first step should be to initiate it
  with audit liaison. Select a go-to- person from
  your company for the auditor or the audit team.
• This person will receive all the requests related
  to the audit and then it will be his duty to
  divert them to the specific person or department
  as per the instructions.
• It is not necessary to hire this person
  completely. He can be an on-floor manager or any
  of the supervisors from your team who has a good
  analytical ability as well as has the managerial
  experience
• It will certainly reduce some pressure of
  auditing from your shoulders.
• Importantly, it will make the entire process of
  auditing much smoother.

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Give More Importance To Right Issues

• The basic purpose of conducting an audit is
  essentially to focus on relevant problems and
  business risks. Many times, both external and
  internal audits need meticulous time planning as
  well as resources for getting the right results.
• And in such cases, apart from the efforts of the
  auditing team, your efforts are also invested.
• That is why, it is highly imperative that you
  spend the time well so that the final report
  provides you with valuable insights, pinpoint
  areas that need consideration and factors that
  can boost productivity.
• If at any step, you have the inkling that the
  audit is not going the way you want it to go or
  does not match the setup and vision of the
  organization, you must immediately discuss this
  issue with the auditor.

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Evaluating Outbound/ Inbound Calls

• For a call center, the number of outbound and
  inbound calls made can be a major parameter for
  judging how and why the customers are calling for
  the customer support.
• It also gives you the exact figure of the number
  of calls made by the agents for connecting with
  the customers.
• In general, the number of calls or the frequency
  of these calls can be a decisive indicator of the
  efficiency of any call center.
• It also reflects how effectively the agents are
  using available resources for ensuring that best
  possible results are obtained.

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Level Of Customer Engagement

• Average handling time is also one of the
  important factors to be considered while
  auditing.
• It starts when a customer calls the customer
  support and his conversation with the agent come
  into play. Here one thing is considered while
  evaluating the total amount of time spent by an
  agent in response to the call from the callers
• The amount of time spent by the agent with the
  customer on the call
• One of the essential features of a customer
  support process is customer engagement.
• During the conversation, the major intention of
  prolonging the engagement is to make the
  customers aware about the various feature of your
  product or service while offering the solution
  they are looking for.
• During the procedure of auditing, the average
  handling time is studied carefully, it reveals
  exactly the way your agents are performing and
  the customers are responding.

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Making the First Call Resolution Happen

• The ability of your agent to answer when a
  customer calls for the first time decides your
  call centers level of first call resolution. It
  means that the agent is able to provide the most
  accurate solution to the customer in the very
  first attempt.
• And the first call resolution can happen only if
  the agent is well prepared and can give expert
  opinion to the customer the first time itself
  when the call is made. It is important that the
  customer should receive a plausible solution that
  is supported by expert ideas in the first call.
• Time is valuable for everyone and the same
  applies to every customer who calls at the call
  center for customer support.
• If the call center can efficiently make the first
  call resolution happen properly, it indicates
  that the call center is indeed going beyond the
  stipulated limits to help the customers.

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Monitoring Call Drop

• Call drop is a negative factor for a call center
  environment. Hence, it is very much important to
  monitor the call drop and evaluate the level of
  customer satisfaction during the auditing.
• Over the years, the number of customers seeking
  support and help has increased extensively which
  is why there has been a huge increase in the
  demand for the immediate customer support
  services.
• There can be many reasons behind the call drop.
  It can happen if the call routing is not being
  done properly or there is an issue of average
  handling time and so on.
• Since this particular factor also reveals the way
  agents are handling the call and how efficient
  your overall customer support service is, it
  needs to be analyzed during the auditing.

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