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