Tue. May 21st, 2024

How to improve agent productivity in Call Center

Needless to mention, the Call Center or BPO is a client-driven industry, which means the client has a high-level intervention in the business whether it pertains to call center metrics, business performance, revenue, especially productivity. So as a call center, you need to deliver exceptional performance to survive the business . One of the key members in improving productivity and client satisfaction is call center agents’ productivity.

So today we will explore some tips on  “How to improve agent productivity in Call Center”

How to improve agent productivity in Call Center
How to improve agent productivity in Call Center

How to improve agent productivity in Call Center

Agents are the pillars of a Call center. Client and customer satisfaction depends on agents’ productivity which in turn increases the chances of business ramp-up.

So here are some tips on How to improve agent productivity in Call Center

1. Sharing Feedback:

Regular feedback sessions undeniably enhance agent productivity. Feedback provides agents with insights into their performance and areas for improvement. This feedback ought to be specific and constructive, and it is advisable to commence with appreciation or a positive note.

Real-time feedback is more effective than an interval wise feedback. No point in waiting for the weekend or month-end to share the performance feedback. Share the feedback as soon as you find a mistake. As soon as you share the feedback the earlier an agent can work on loopholes. The benefit of real-time feedback is that you need not remember anything from the past.

2. Conducting Sessions:

Conducting regular sessions is a good way to understand what employees need from the company. These sessions help you communicate expectations to them. To improve an agent’s performance, schedule one-on-one meetings regularly. This way, you can figure out why an agent might not be performing well and come up with a plan to help them do better.

3. Rewards and Recognition:

RNR (Rewards and Recognition) ceremonies are conducted to provide recognition to the productive agents and motivate other agents to perform better. RNR ceremonies are by far the most useful programs to enhance agent performance. 

Also Read: Benefits of conducting RNR in Call Center

Rewards can be in the form of virtual money, monetary, food coupons, or movie coupons. Rewards and Recognition programs are also helpful in retaining agents because this way the agents understand that their work is being valued by the organization and this can inspire them to work ahead with new energy.

4. Manpower Plan:

Manpower planning is a major role of a Team leader/WFM in a Call enter to start the week or a month. A perfect roster plan ensures that every agent is occupied in the shift and each shift has sufficient agents to attend customers.

Manpower planning for agents is crucial, and if not done right, it can adversely impact their performance. Having too many agents in a shift can reduce their workload, while having too few can stress them out, leading to fatigue and lower performance.

So to increase the agents’ performance a call center should prepare the roster as per the call volume.

5. Coaching and mentoring:

Though, these two terms have a different meaning altogether but eventually use to enhance the agent’s performance. Coaching is performance-driven while mentoring is something used to develop skills in the agent.

As a coach, you need to educate agents about skills, techniques, and tools to enhance performance. By coaching one agent you can identify his/her strength and weakness. Mentoring is about filling the knowledge gap, work along with the agent to achieve a task

So to increase the agents’ performance release short breaks at regular intervals. Needless to say, these breaks are not only stress busters but also a refreshment to think something out of the box to achieve the target and to handle a customer with a smile  

There are several other ways to enhance the agent’s performance which can be implemented as per the situation and as per the task  

But these are some proven tips adopted universally by which agents’ productivity can be improved.


So friends here the topic ends  on “How to improve agent productivity in Call Center”. Still if you have any questions do not hesitate to reach out to me at callcentertalks26@gmail.com

Also, do share your thoughts in the comment section.

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