First impression matters a lot in a competitive environment. It can also have a significant impact on customer service. Businesses have only one chance to leave an impression on their customers. Improved efficiency in call centres can help ensure high-quality customer experience and satisfaction. Customers are interested in reliable regardless of the platform or channel you use for communication. For additional information, please visit Extend Communications. Here are a few tips to improve the efficiency of a contact centre.

1. Empower Your Agents

It is crucial to equip contact centre agents with tool that can enable them make the right decisions on behalf of their employer. Highly trained agents with tools and authority to make decisions on their own can enable single call resolution and higher customer satisfaction, resulting in improved customer experience.

2. Reward High Performers with Positive Incentives

One way to ensure high production and efficiency in a contact centre is to encourage workers to perform at their best all the time. Positive incentives is one natural and easier way to achieve this. Rewards, contests, and quotes are examples of programs that can provide positive incentives in different ways. Rewards and contests can help keep agents motivated throughout the year. Also, quotes and rewards can make contact centre agents feel valued and appreciated. Highly valued workers are more likely to go the extra mile to improve their performance and productivity. That will not only benefit them but the entire organization as well.

3. Provide Targeted Feedback

Providing contact centre agents with regular assessment and feedback can be vital for their success. Contact centre managers should take time to listen to agents and then offer them targeted feedback to ensure high performance. However, managers should ensure all their feedback is actionable and clear. The evaluation should be done systematically to make it easier to gauge each agent’s abilities. Targeted feedback can lead to significant positive changes, but sometimes it may not be enough. The key to a successful call centre is consistency. It is essential for a contact centre to establish a feedback program that can help reinforce the set standards.

4. Define Your Performance Indicators

Every contact centre should prioritize setting its performance indicators. The process can start by defining the overall goals of the organization. Then start setting performance indicators such as average conversation times, call deflection, call resolution rate, and adherence. However, a contact centre that had never set KPI targets before can start by tracking its indicators on a quarterly basis. Call centres can also use their results to assess their performance.

5. Bring in More Flexibility

Contact centre agents are likely to perform better when they are allowed to work at their convenient time. Giving them control over their schedules can further motivate them and improve their performance. Allowing agents to work from home also work magic.