How to Improve the Efficiency of an Inbound Call Center?


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How to Improve the Efficiency of an Inbound Call Center?


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Call centers usually run all types of campaigns: inbound, outbound, and blended. However, often a primary operational area of a call center is often defined. For example, all call centers or businesses using an intelligent call center software solution to offer customer care service, post-sale support, or sales support are working more on inbound calls. This type of call center dedicated to attending more inbound calls is known as inbound call centers.

Inbound call centers often invest in intelligent call center software, which supports all advanced call routing rules and features to empower campaigns and improve efficiency. However, this is not it. To take advantage of an intelligent contact center solution to the fullest and to boost the performance of your team members, all inbound call centers need to improve efficiency. In this article, I will share the top tips that will help you, if you are running inbound campaigns or call centers, to improve efficiency.

1. Give enough time to complete post-call work

In a call center, call wrap up is an important job. In many call centers, the average idle time is considered to be a performance roadblock for agents. This encourages agents to quickly complete post-call jobs, which results in more errors. Incorrect disposition messages, wrong information, etc. are common causes of inefficiency. Thus, give sufficient time to agents to complete the post-call jobs. Using the Disposition feature available in the intelligent call center software can help in increasing efficiency while saving time and resources at the same time.

2. Monitoring needs to be part of the routine

Call center supervisors often get tied up in making reports and presentations or attending complicated calls. This does not leave any time to monitor the calls of agents. However, to ensure the highest possible efficiency, monitoring calls, statistics, and other information are necessary. The intelligent call center solution offers various monitoring features such as:

       Live statistics

       Barge-in

       Whisper

       Call recording

       And more

Give enough time to your supervisors, so they can monitor incoming calls and the performance of agents to ensure high efficiency and performance.

4. Automation can increase efficiency even more

Reducing the load on your agents and supervisors can help in increasing efficiency even further. The intelligent contact center solution offers many features that can reduce the workload by automating various operations. Here are some examples:

       Fraud detection detects all suspicious incoming calls. This helps in filtering those calls to ensure agents do not waste time on attending fraud calls and possibly harm many aspects of the business.

       IVRS definitely helps in automating responding to all common questions.

       Reliable call routing rules connect callers to the right agents to reduce average call handling time and increase first call resolution, and ultimately efficiency.

5. Self-monitoring helps in efficiency improvement without wasting time

Intelligent call center software offers automation not only to cater to customers, but also to empower agents with self-learning and self-improvements facilities. This software comes up with an amazing range of self-monitoring features. It will reduce the involvement of the managerial team in improving agent performance and efficiency.

Author Bio

Author works in a company that offers intelligent call center software, mobile SIP dialer, and trending services like wearable app development, augmented reality app programming, and similar services using different trending technologies.


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Manila Desoz

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