We made you familiar with the concept of occupancy in our previous post. Now, let’s have a look at the most effective tips for improving call center occupancy:
1. Agent utilization during the quiet periods:
There might be days when the traffic at a call center is not much. These days are referred to as the quiet periods. Productivity and occupancy levels can be increased by asking agents to take on different tasks during these quiet periods. As an example, call centers that normally handle only incoming calls ask agents to make outbound calls during quiet periods or contact customers to ask if they were satisfied with the service they received. These periods are even utilized to call customers who have recently purchased a product to offer them information on other products of interest. This ultimately improves the call center occupancy.
2. Self service facilities:
You can consider offering customer self-service facilities through website, e-mail or voice mail. These facilities help reduce staffing levels and call volumes Providing customers with self-service options for services such as requesting service calls, placing and tracking order etc. ultimately reduces the call volumes and helps in optimizing the call center occupancy.
3. Call monitoring:
Call monitoring is yet another powerful strategy for improving call center occupancy. You can consider monitoring the call volumes at different times of the day and on different days in order to identify busy periods and quiet periods. Thereafter, you can schedule staff levels to reduce the time customers have to wait in a queue during busy periods.
4. Call center outsourcing:
You can provide additional resources for peak periods by outsourcing a part of your call center operations. Moreover, you can consider switching resources between the main call center and the outsourced call center instead of asking permanent staff to attend more calls during peak hours. Apart from improving the occupancy rate of each staff, it also ensures that their efficiency is not getting affected during peak hours.
KEYWORDS: live chat,free chat,free chat box,free live chat,chat in website,live chat software,free live chat software,live chat for website,free live chat,website to chat,free website live chat app,live chat support,website with live chat,live chat support on website,chat support for website,live chat software free,live chat software for website free,hired chat agents,hire live chat agent,hire chat support agents,live chat agent,live chat agents,free live chat support,add chat to your website,website for free,website chat plugin,wordpress,ecommerce website chat plugin,embed chat into website,live chat for your website,live chat support website,live chat on your website,website monitoring,live website monitoring,website monitoring tool free
Owner of the Article.
Source: https://www.livechatagent.com/tips-improve-call-center-occupancy/