Learn how to increase operational efficiency in the contact center
Posted: Thu Jan 23, 2025 4:23 am
One of the concerns of a contact center is the company's operational efficiency. In other words, operators need to work to produce more, offering quality services, such as good customer service and problem-solving in a short time.
Of course, infrastructure plays a big role in this regard. In other words, the contact center needs to have the necessary equipment so that the operators can perform their work.
In fact, efficiency involves a number of important factors, and that’s what we’ll look at in this post. Read on and discover some ways to increase operational efficiency in your contact center!
Monitor performance indicators
Employee performance is certainly of the utmost importance for the success of the contact center. To manage the operator's work, it is necessary to use statistical data to qualify them. KPIs, or Key Performance Indicators, are applied.
There are different types of indicators: those that france whatsapp data monitor operating costs, those that measure the quality of services, those that evaluate human resources management, etc.
When it comes to performance, it is important to analyze quality and efficiency indicators. They should be aligned with the organization's planning and objectives, thus providing useful information for decision-making.
Avoid using too many indicators, as they can hinder the analysis. It is important to select only those that can be used as a reference for the desired services.
Quality indicators
One of the KPIs that measures the quality of service is First Call Resolution (FCR). It monitors, for example, the volume of requests resolved in the first contact with the customer.
The faster problems are resolved, the better the user experience and the lower your telephony costs.
Another quality indicator is the CPC (Contact with the Right Person). It analyzes the total number of conversations that are conducted with the user responsible for the decision, that is, the one who actually has the final say on the purchase of the product or the hiring of the service.
Using this KPI, it is possible to perform even more specific assessments. An agent may have a high CPC but still sell little, which means that their approaches are probably weak.
Another quality indicator is the one that measures the level of customer satisfaction after the call is ended. It is the consumer's opinion about the service received.
Efficiency indicators
To measure operational efficiency in the contact center, these indicators evaluate situations such as:
Average Waiting Time (AWT): measures the time that the customer waits until being served (by analyzing the AWT for each shift, it is possible to detect errors in the number of available operators, for example);
Conversion Rate: indicates, in percentage or numbers, the success achieved in providing services (you can compare, for example, the number of proposals made and proposals accepted);
Average Sales Ticket: indicates, individually, the sales performance of each operator , showing which of them are able to sell more expensive service packages.
Reward your team for performance
Another way to increase operational efficiency in the contact center is by implementing a rewards system. Customer service can become exhausting and contribute to employee unproductivity. To maintain employee goodwill and engagement, the company can resort to rewards programs.
There are motivational campaigns, awards and goal plans. Goal plans should be formulated considering the elements that need improvement individually and of the team as a whole. They should show operators how to act in relation to the customer.
Bonuses and awards must have an effective value for the attendants, such as gifts, money, trips, career plans and even the occupation of another position or function.
Apply quality monitoring together with training
Recorded calls are also used to monitor the level of service provided by the operator, and not just to comply with legal requirements. Feedback can be provided in real time, immediately after the call, but it is also important to analyze each recording with the operator, as this joint assessment offers excellent results.
Using the information collected during consultancy, it is possible to identify standardized errors and improve training content.
Training must be based on the performance of operators and the indicators with the highest negative variation.
Focusing on performance, the company is able to develop virtual scenarios so that agents can use their skills before entering the field, whether in internal or external sales.
Of course, infrastructure plays a big role in this regard. In other words, the contact center needs to have the necessary equipment so that the operators can perform their work.
In fact, efficiency involves a number of important factors, and that’s what we’ll look at in this post. Read on and discover some ways to increase operational efficiency in your contact center!
Monitor performance indicators
Employee performance is certainly of the utmost importance for the success of the contact center. To manage the operator's work, it is necessary to use statistical data to qualify them. KPIs, or Key Performance Indicators, are applied.
There are different types of indicators: those that france whatsapp data monitor operating costs, those that measure the quality of services, those that evaluate human resources management, etc.
When it comes to performance, it is important to analyze quality and efficiency indicators. They should be aligned with the organization's planning and objectives, thus providing useful information for decision-making.
Avoid using too many indicators, as they can hinder the analysis. It is important to select only those that can be used as a reference for the desired services.
Quality indicators
One of the KPIs that measures the quality of service is First Call Resolution (FCR). It monitors, for example, the volume of requests resolved in the first contact with the customer.
The faster problems are resolved, the better the user experience and the lower your telephony costs.
Another quality indicator is the CPC (Contact with the Right Person). It analyzes the total number of conversations that are conducted with the user responsible for the decision, that is, the one who actually has the final say on the purchase of the product or the hiring of the service.
Using this KPI, it is possible to perform even more specific assessments. An agent may have a high CPC but still sell little, which means that their approaches are probably weak.
Another quality indicator is the one that measures the level of customer satisfaction after the call is ended. It is the consumer's opinion about the service received.
Efficiency indicators
To measure operational efficiency in the contact center, these indicators evaluate situations such as:
Average Waiting Time (AWT): measures the time that the customer waits until being served (by analyzing the AWT for each shift, it is possible to detect errors in the number of available operators, for example);
Conversion Rate: indicates, in percentage or numbers, the success achieved in providing services (you can compare, for example, the number of proposals made and proposals accepted);
Average Sales Ticket: indicates, individually, the sales performance of each operator , showing which of them are able to sell more expensive service packages.
Reward your team for performance
Another way to increase operational efficiency in the contact center is by implementing a rewards system. Customer service can become exhausting and contribute to employee unproductivity. To maintain employee goodwill and engagement, the company can resort to rewards programs.
There are motivational campaigns, awards and goal plans. Goal plans should be formulated considering the elements that need improvement individually and of the team as a whole. They should show operators how to act in relation to the customer.
Bonuses and awards must have an effective value for the attendants, such as gifts, money, trips, career plans and even the occupation of another position or function.
Apply quality monitoring together with training
Recorded calls are also used to monitor the level of service provided by the operator, and not just to comply with legal requirements. Feedback can be provided in real time, immediately after the call, but it is also important to analyze each recording with the operator, as this joint assessment offers excellent results.
Using the information collected during consultancy, it is possible to identify standardized errors and improve training content.
Training must be based on the performance of operators and the indicators with the highest negative variation.
Focusing on performance, the company is able to develop virtual scenarios so that agents can use their skills before entering the field, whether in internal or external sales.