Agents are the heart and soul of call centres. Improving their performance has the ability to transform a call centre from a costly operation to a profit centre. The call centre agents quickly respond and solve customers’ issues, playing a significant role in company retention and the growth of the company. It is so simple, right? However, demanding the agent to put in a lot of effort for more hours every week and take a few breaks throughout the day leads to unhappy employees, which results in employees leaving the organization. Do not worry! You can combine the agent’s behaviour with the process and insight drawn from Business Intelligence to improve the efficiency of the agent. Read this article completely to understand how this works.
Focus on important matrices
Less can be better, especially when it comes to calling centre metrics. Instead of measuring everything, you should pick two or three key metrics to focus on and get really good at them. Even though Business Intelligence (BI) provides lots of data, it’s only useful if you use them well. Most Australian call centre follow this tip to increase their agent business. Also, they have gained success by following this simple rule. So, concentrate on a few metrics at a time and use the data to improve your agent’s performance.
Route to Customers at the right time
Well, we all have experienced it, calling customer service with a problem and waiting on hold for a longer period. It’s frustrating, right? However, Australian call centre use Business Intelligence to solve this issue. The calls can go straight to the right agent, who can help right away. This helps to improve the FCR rate, which means less waiting and more satisfied customers.
Enhanced Time Management
Many people know they work better at certain times of the day. They might call themselves “early birds” or “night owls” based on active hours. Business Intelligence (BI) helps to combine this idea with data. It shows when workers are most productive. You can schedule tasks for workers at their best active time using this information. This helps workers manage time better and feel more confident in their work.
Prevent Data entry errors and fraud
As the GDPR deadline gets closer, organizations might get more concerned about stopping fraud and mistakes in data. Call centre business intelligence helps you to simplify this process by continuously monitoring everything. For example, business intelligence can spot when agents are likely to make mistakes. Agents will likely make mistakes when finishing their shifts, not taking breaks, or dealing with a broken system. Using call centre BI for your call centre helps you to promote honesty among agents. Also, follow the rules well because agents know their work is always being watched and checked.
Wrapping it up
Improving the agent’s performance is straightforward but it does not depend on a single solution. You need to first address the internal issues and then find a perfect solution to solve them. Leveraging business intelligence can help you improve your agent’s performance more efficiently, as it provides more insights.
