The ever evolving technology has changed a lot of things in our lives. For instance, it has provided a wide range of new communication channels and mediums for us. SMS, email, web chat and social media are among the most common modes of communication that have evolved with technology in the last decade. Organizations have also grabbed this opportunity and have started providing customer support services on these channels.
One of the biggest challenges in call centers is to reduce the rate of absenteeism. The absence of agents is something that affects the whole business functioning as well as the services. Call centers handle some of the most critical business processes for their clients therefore they carry a lot of responsibilities. Excessive and regular absenteeism of agents could have a highly negative impact on the client process and hurt their business badly.
Scripting has become a very normal thing for call centers and they have become too dependent on them. However, saying that scripts are evil or bad would be wrong. There were no scripts when the first dialers came and the agents had to respond to the callers as soon as they picked up the call and then move forward with the call. It didn’t mattered what type of caller was on the other end, the agents handled each caller without any scripts and they did pretty well then. However, today scripts have made it easier for call centers to deliver quicker and better customer services.Continue reading
The technology, and the world as a whole, is changing at a very rapid pace. The way people communicate with each other has changed a lot in past few decades. With the advent of telephones, mobile phones, computers etc, people started using these channels for communication purpose. Today, these channels are extensively used by customers for contacting businesses and service providers.
Among all the metrics measured at call centers, Average Handling Time or AHT is the most commonly used metric used at major call centers for measuring efficiency. We, at Bluechip Callcenter , also use it extensively, in collaboration with various other metrics, at our delivery center for measuring our performance.