Blog Post

What’s On Your Dash?

Everyone wants to believe that the time they spend at work is meaningful, productive and ultimately important to the company’s overall success.

But in the call center, measuring this impact can be difficult. Managers struggle to ensure that individual agents are performing at their highest levels and that centers are aligned with the metrics that matter most.

To further complicate matters, almost one fourth of an agent’s workday is spent off the phones, not interacting with your customers. Though many of these off-phone activities – such as training, coaching, team meetings, after call work and projects – are critical to agent performance and ultimately the overall success of the company, they take time away from an agent’s primary job, which is handling customer inquiries.

Another factor is the time between calls when agents are sitting at their desks idle, waiting for the next call to come in. This time is rarely productive because it comes in such small increments (typically around two minutes) and doesn’t give agents enough time to complete
any meaningful task. But there are ways to better use this idle time to make agents more productive.

Knowlagent manages the collective idle time in the call center and finds natural downtimes for agents to complete necessary activities. Tasks are defined in each agent’s queue and assignments can be handled automatically based on your business rules.

How can you turn agent idle time into productive time in your centers? Here are some ideas:

Send materials for agents to review prior to their weekly huddle.

Enable agents to review materials during idle times before the huddle, giving them more time to digest the material and be more prepared to discuss and ask questions during the huddle. (This often reduces the time required for the weekly huddle itself.)

Prioritize billable training over non-billable assignments.

Ensure agents complete more billable training by prioritizing billable training over other assignments in the agent’s activity queue.

Prompt new hires to speak with their managers.

Remind agents to ask training managers for additional courses – then “find” the time for them to complete these courses – so that new agents can complete their training while beginning the call-taking process.

Deliver union-mandated breaks.

Find time to deliver daily mandated breaks for agents to complete off-phone activities of their choice.

Ensure agents read urgent communications.

Create an activity type specific for urgent communications and assign it highest priority so that it is pushed to agents quickly and can be set to be
uninterrupted by your ACD.

Better use of idle time results in the increased productivity of your entire agent workforce and, ultimately, fewer agents needed on the floor.

So – what’s on your dash?


About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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