Workforce Optimization In a Call Center - Infographic

Managing and optimizing your call center is not an easy task but it doesn’t have to be a rollercoaster ride either. With the right tools and strategies put into place, you’ll be able to nourish a team that is motivated to perform its best in no time.

It goes without saying that managers need to possess certain traits like being friendly, approachable, and organized. Therefore, the discussion today is not about what the manager should be but about what the manager should do to retain a team of happy agents.   

Here are 7 tips that are absolutely vital to follow in order to effectively manage and optimize your contact center:

  1. Learn about the available technologies: Call center technologies are vital for improving human interactions as well as for tracking and sharing information. Businesses that have adopted these technologies have seen tremendous advancements in their contact centers. For this reason, managers need to continuously be on the lookout for new innovations in call center technologies that can contribute to the productivity of the overall team.

  2. Invest in the right tools: Even the most motivated agents wouldn’t be able to reach their objectives without access to the proper tools. Call center software solutions help agents offer a simple and rapid service to their customers while being able to monitor their performance. They bring greater efficiency and productivity to the life of the contact center employee and in turn, improve the customer experience. A good manager is one who chooses, implements, and maintains the right contact center solution for their team

  3. Focus on keeping your agents engaged: Studies show that a staggering $605 billion is lost annually due to employee disengagement. Additionally, $11 billion is lost annually due to employee turnover. These numbers should be proof enough that managers need to start taking the initiative to actively engage their agents.

  4. Set productivity goals and objectives: Setting targets helps create a sense of purpose and focus for your agents. It’s a sure way to get faster results as employees work together to achieve a common goal. Managers should set clear objectives to ensure that the team understands what they’re working towards.     

  5. Give feedback: Agents need to know what they are doing well and what they need to do better. Constructive feedback also tells the agent when their efforts and hard work are being appreciated. Managers need to give feedback to guide the agent in the right direction but also to recognize and appreciate their achievements.

  6. Provide continuous and dynamic training: The training process shouldn’t stop after the agent’s first few weeks on the job. The learning curve is continuous and should be done in a fun and dynamic way in order to keep the agent interested and eager to expand his or her knowledge.

  7. Create a collaborative environment: An open and collaborative environment between agents is a great way to increase productivity and team spirit within your contact center. Not only will it be easier for agents to share important information with each other, but it will also lighten up the office atmosphere and make it a happier one to work in.

And there you have it, 7 essential tips to follow in order to ensure that your contact center is running as smoothly and efficiently as possible. The take-home message? Managers should research and invest in the gamification technology and employee engagement, and make sure to take care of their agents by leveraging their natural human desires!

Leila Mourtada