subject: How Can Call Center Outsourcing Vendors Reduce The Pressure On Their Agents [print this page] Working in a call center might be stressful at times due to various reasons. During peak seasons, when the volume of calls and requests is at its maximum, the pressure on call center agents is also high. This requires managers to implement various strategies that can help them in reducing the overall pressure on their call center.
Here are a few tips that would help them in reducing the pressure on their call center outsourcing staff.
Plan and inform them in Advance: Managers have a pretty good idea of peak times. They should predict them correctly and plan for them in advance. It is also important that you inform your agents in advance that heavy duty time is on its way so that they are able to prepare themselves mentally for the coming workload. Further, you can also recruit extra staff if the coming season requires you to do so.
Use IVR Effectively: IVR technology can be used effectively for reducing the pressure on call center agents. Input proper information in the IVR system to help waiting customers. Provide them with waiting time information and, if possible, provide them with company website address where they can find relevant information. This would get at-least some callers to the website and thus reduce the overall pressure.
Give More Breaks in Peak Times: The stress levels at peak hours increase dramatically. Managers and supervisors should formulate a more flexible, frequent yet well managed break schedule that can help in reducing the stress level of agents. This strategy would keep agents energized and allow them to deliver much better services to customers.
Inform New Agents About Top Reasons For Calling: If you hire new agents to cope up with the expected demand for incoming calls then it is also important that you train them well and provide them with all the necessary information. There are some common reasons for which most of the callers call support centers. Make sure that the new agents are aware of these reasons and the proper solutions related to them.
Automate Various Processes: If you take a closer look at the working of your contact center then you would realize that there are certain manual processes that can be easily automated to reduce the work and time consumption of agents. Automate these processes so that your agents can focus on the most important things such as talking to the callers and providing them with most effective solutions for their problems.
A call center outsourcing vendor should be able to predict the changing requirements of its center and should take most effective steps to fulfill these requirements. However, they should also ensure that the pressure level on their staff is kept low through whatever strategies required.
by: Morris Jane
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