Inbound Call Centre Performance

Nothing is more frustrating than poor customer support! Customers in the current times need the quick resolution of their problems. They don’t want to be kept on hold waiting for their turn to connect with the call centre agent. More than 40% of customers respond that it’s their bigger frustration. Well, long hold time does not only irritate customers, but it also frustrates businesses. It costs them thousands of dollars and leads to reputation damage. Failing to answer customer queries means a lot of productivity to lose, no matter what line of your business is.

There are multiple ways exist to reduce customer’s on-hold time and improve inbound call centre performance. One of the great ways is to provide a call-back option. According to Forester Research, more than 75% of today’s customers prefer being called back than being kept on hold. The same study also revealed that more than 50% of customers say providing exact wait times is better rather than putting their call on hold.

The secret to driving inbound call centre performance is to find smart ways like this. Most of the inbound call centres are searching for such kind of solution that not only boost profitability but also increase competitiveness.

Given below are some important ways to improve inbound call centre performance:

Team up agents:

Creating a team of agents is a win-win situation. It inspires agents, builds confidence and reinforces camaraderie. The team environment lets agents groom, learn from each other and improves their overall interactions with customers. It helps in maintaining organisational consistency by creating one-voice throughout the call centre.

Implement ongoing training sessions:

Companies often missed this opportunity to improve inbound call centre performance. Ongoing training improves call centre agent skills, techniques and methods to deal with customer queries. Therefore, it is important to educate the agents, tell them how they can boost the company’s brand image; monitors call in real-time; satisfying customer needs. Monitoring in the call centre means that call centre agents are adhering to the best practices and protocols.

Target customer experiences:

It is easier said than done. However, it is critical to boosting inbound call centre performance. To communicate this message to your agents. Always fix the customer issues within a given time frame. Also, praising those agents who achieve great results while handling a complex issue. Assess agent performance on the basis of specific customer experience outcomes. By doing this, call centre agents learn from unsuccessful outcomes.

Share an example of best practices:

It is important to monitor and record all your calls. In that way, you can review the exact transcript of a call while working in collaboration with agents and share best practices with them. When a call centre agent faces the exact scenario, then he can apply the same script to get better results.

Dedicate one person to monitor calls:

It is one of the best practices to improve call centre performance. Dedicate one person to perform call monitoring and analysis as it frees up the time of your managerial team to do what it does best to manage. It also enables them to focus on key activities like agent training, maintaining call behaviour and planning.

Access to technology:

Technology offers call centre managers immense opportunities to tell how many agents are performing well. Leading Inbound call centres can use efficient tools which help them to grow and manage their team in a streamlined manner. You can train the call centre agents on the latest call centre tool so that their work productivity gets enhanced.

These are the important ways that can increase your inbound call centre’s productivity. It can also help your inbound call centre to achieve a competitive advantage.