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Multi-Skill Your Agents

IPI’s Head of Consulting shares his top hack to improve contact centre efficiency.

 

Having larger groups of multiskilled agents improves the efficiency of your call handling as well as reducing wait times and abandon rates.

In addition, when customers are presented to a suitable agent, they should be automatically answered, rather than being passed around different agents until someone answers.

That 10 to 20 seconds of ring time per contact makes a big difference – it is essentially “dead”, unproductive time which, when added up, could have meant a lot more calls being answered.

Also, it can be the difference between a customer being answered within service level or not. Or even worse, abandoned.

This article originally appeared on Call Centre Helper where you can read other experts hacks for improving contact centre efficiency.

A headshot of Craig Farley

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Articles | Contact Centres | EX