Pros and Cons of Remote Call Center Agent’s Productivity

Remote agents in successful call centers deliver transformative benefits with KPI metrics. Yet small and mid-sized businesses (SMBs) and managers struggle in adopting these patterns and call center metrics. To tap maximum potential from agents, SMBs should consider adjusting call center software. (Image source: Pexels)

Entrepreneurs should embrace a gig mindset, rethink possibilities, drive innovations and deliver on-demand customer experience, even in economic disruption. Keeping fingers on the pulse of emerging remote technologies such as call center metrics accelerates revenue growth and makes you stand out from the crowd.

Explore transformative practices that allow you to maintain control over your agents and leverage maximum resources to increase your ROI. Remote call center’s software propelled the industry far faster than expectations of traditional PBX systems. Let’s find out what it’s all about.

Agent productivity

Coordinating remote agents is easy, yet you need to arm your call center with KPI metrics and call center software. Facets of agent productivity in a call center starting from logging and talking; till the sale and end of work have to be in control of managers and authorized personnel.

The productivity of an agent is easy to measure through observing activity across different channels of communication. The better productivity, the better outcome of each inquiry.

Adherence of agents to schedule

Your call center is customer-centric, and your goal is to face all their needs. As call center manager, you know the exact time when agents must be in their places to tackle your most relevant initiatives.

This KPI repeatedly suffers if managers underestimated the value of tracking adherence agents to schedule. The call center orchestrates more proactively when every agent in customer service teams knows that their work is monitored by software.

Calling volume

Case volume is the number of calls agents take during a shift. For some call centers, the more case volume or number of calls processed, the better. Yet it’s essential that managers take into account the call volume, relevancy of requests, and the number of closed sales.

Consider that taking a fast resolution on each call is possible only with advanced technologies and software. The more agents delegate calling routine to manual labor, such as dialing, searching, and observing, the harder their work.

Customer satisfaction score

This is one of the most important call center performance metrics. Customer satisfaction score (CSAT) is a real indication of success. It’s drastically higher when agents deliver a perceived value to customers and have expertise in a topic.

On the other hand, when the customer feels misled or achieves a negative outcome from the conversation with an agent, it decreases satisfaction. As a result, they seek another company that can meet their needs.

Agent’s phone availability

Phone availability is an interim time that an agent is available for talking with a customer. The more expertise of agents, the more phone availability they have. In any case, agents are less qualified for a particular conversation, they’re likely to spend more time on resolving each issue. The phone availability decreased because of checking the information and organizing customers’ responses.

Average call transfer rate

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Image Source: pexels

This KPI shows flexibility and engagement with a customer without asking colleagues for help. As long as agents solve issues without delegating them to colleagues, this rate will be significantly low. Nobody knows everything, and from time to time, even experienced agents must transfer their calls to other agents due to the complexity of solutions.

Agent utilization rate

How agents use their time is a real test and vet of their activity. Even if agents have work breaks, it’s easy to measure their real impact on calling regardless of necessities. Agent utilization rate forming from activities such as talking, finding a solution, adjusting information, etc.

Calls answered per hour

The more calls answered per hour, the better. However, human-centered conversations require agents to solve issues. Scale up or down this metric and define the impact of answered calls versus found solutions.

Agent’s average speed of answer (ASA)

Managers recognize the output of fast response to customers. The fast response creates the mood of trust and ensures lasting customers retention for a long period. To deepen customer connection with a company, you need to give agents the option to pick up the phone, answer in chat, and send an email as fast as possible.

Average handle time (AHT)

This valuable metric shows how proactively agents handle calls and what time it takes to solve their issues. Because of the different complexity of assignments, agents have different AHT rates. And those that have a high rate must not reap the same rewards within one agent’s team.

The roots of each AHT are easy to define, by listening to conversations in online and offline mode. Perhaps there are situations where agents have to spend more time and perhaps not.

Average after-call work time

Wrap-up time is a common routine of every agent. Each agent must make a notice for a particular conversation to make its information relevant for future usage. However, meticulously and briefly investigating a subject of too long wrap-up time will be useful.

Agents mustn’t have any idle time whatsoever. Yet if they press too hard during their productive work, it will inevitably hurt overall performance. The solution is to give all necessary time without a single additional minute of idle time.

How to achieve all these insights in one interface?

All these metrics and agents are possible to track with all-in-one call center software. If your call center is globally distributed it’s not a problem to deliver a proactive customer experience, grow sales, build brand image, change strategy, and compete with the best.

Literally, this software gives you the option to control remote agents as they are in your office. It gives you the option to rigorously test and vet every agent in your call center by observing their activity 24 hours a day through KPI metrics.

It’s never been so easy to switch to remote work during tough economic times and various disruptions. The cost-effectiveness of software is tremendous, and benefits are irresistible because all infrastructure is already set. All you need to do is to buy subscriptions for software for your remote agents, and everything else is our job.

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