This article covers some key points to improve phone support efficiency.
In the contact centre environment, becoming more efficient involves reviewing internal processes, eliminating unnecessary steps and duplicate handling, and often implementing new processes.
The main aims are to reduce call handling times and improve first call resolution.
Methods to Boost Contact Centre Efficiency:
1. Migrate to a cloud hosted solution
Cloud hosted technology solutions don't rely on equipment infrastructure, and therefore scale from five agents to one thousand and back again without incurring any downtime.
2. Improve your self-service options
Customers want choice. They want to be able to take care of routine and straightforward interactions themselves.
3. Implement automatic call distribution
Poor call traffic distribution results in customers being sent to the wrong department, which ties up personnel and delays them in getting on with helping the right people.
4. Improve your verification process
The average time to verify the identity of a user using Personal Verifiable Questions (PVQs) is 45-90 seconds.
5. Offer a call back service
A cost-effective way to improve team efficiency, and the customer experience, is to use call-backs to defer calls until a later time.
There are two options for call backs.
i. Virtual queuing – whereby the customer's place in the queue is held and called when her turn arrives
ii. A timed call-back, where customers are offered a selection of time slots for their call-back. This option allows you to schedule the call back to take place during a "trough" period, and so keeps staff productive during quieter periods.