By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common challenges only further complicate matters for call center managers working to create an efficient, productive, and effective team.
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of contact center managers and leaders and asked them to answer this question:
“What is the most effective way to increase contact center efficiency?”
Kolin Porter, Vice President – Product Innovation at Higher Ed Growth, was one of the featured Call Center Leaders.
Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients.
“One of the biggest strains on contact center efficiency? Too many portals. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. This juggling act severely impacts lead quality and quantity. Average handling times (AHT) increase. Errors happen. Compliance missteps occur. Customer service diminishes. So much of contact center efficiency hinges on using the right technology. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform.”
Read all of the contact center efficiency tips on CallMiner.com: https://callminer.com/blog/25-call-center-leaders-share-effective-ways-boost-contact-center-efficiency/