According to a report, one in 3000 calls received by an inbound call center is fraudulent in nature. This may not be a big number in the eyes of a call center company, but from the perspective of a fraud specialist, it is quite a substantial stat. And, when we look at this stat from the viewpoint of a call center dealing in finance domain, it amounts to an average loss of approximately $0.60 to fraud per incoming call. Cumulated over a year, these trickling losses add up to millions of dollars. Quite a bewildering stat!Continue reading
Making a to-do list is a common procedure that is followed by individuals who have very busy schedule. It is a very old concept and allows any person to perform his tasks efficiently within a set deadline. Just like it is useful in performing day-to-day tasks, this method can also be fruitful in enhancing the quality of call center operations. The proper usage of a to-do list for call center agents not only provides effective results but also help them take active responsibility in their particular professional environment. Although the major advantage of a to-do list comes in the form of better time management, it has many other hidden benefits for a call center operation.
Save Time and Enhance Call Center Services with a To-Do List
There are certain activities that need to be ranked before taking any action. Therefore, the call center agents have to be very focused about the importance of any work that comes their way and how to tackle it without any complication. A to-do list acts as the best friend in this aspect. If a habit is made, then it is possible that all the vital tasks of a call center operation will be completed within time and agents would be able to dedicate their extra time on their personal development skills like training and quality monitoring. The management of call center should place special emphasis on first call resolution, average handle time, service level agreement and shrinkage (unavailability of agents to handle calls).
It is also important to follow up on certain activities to maintain efficiency in the scheduled hours. Some of these activities can be reading important emails, case studies, following up on unfinished customer issues, performing after-call work, along with working on forum and knowledge base reviews. All these tasks may take long time and therefore to complete these activities a proper listing of to-do work needs to be completed at the start. For example, shrinkage activities fit suitably on an agent’s to-do list.
The Important Role of Managers
To address the matter of shrinkage, the role of supervisors and managers matters a lot. A proper communication process through e-mails and reminders not only helps agents in a number of ways in enhancing their quality of service but also keeps them aware of their priorities. Managers can also help agents in creating their to-do lists by letting them know about the areas that they need to focus on. As managers have access to key agent stats like AHT, FCR and unavailability time, they can call the agents one-by-one and provide them with instructions on how to improve their ratings and maximize customer satisfaction.
The call center agent’s to-do list essentially helps in improving results and productivity. A major part of shrinkage activities can be reduced with a perfect construction of to-do list. Call center outsourcing operations can be easily balanced with the help of innovative tools and methods for time management, which can elevate the level of services to a higher level than before.