Raise your hand if you like that music that plays when you’re on hold.
We didn’t think so. And those strings or flutes won’t soothe you if you’re drumming your fingers waiting for someone to answer.
That’s why companies work hard to make call centers as efficient as possible. They abide by a simple rule: Every second reps aren’t attending to customers detracts from the customer experience.
Automating the Process
Automated workflows remove many administrative steps so that call centers can save time, reduce errors, and work more efficiently. Talkdesk recently outlined three ways they do this:
- Reduce errors—No data entry or checking boxes means statuses update once users complete tasks. Integration between software ensures data that’s always current. Correct records lead to more reliable service. “This promotes efficiency in locating customer and prospect records and allows for more informed conversations.”
- Reduce after-call work—Filling out reports after each call wastes precious time agents can better spend with other customers. “It encompasses tasks such as entering disposition codes, updating databases, completing forms, and sending emails.” An automated workflow removes the tedious parts of the process.
- Receive notifications—When software alerts admins and users, these automated reminders, notices, and updates keep everyone informed and moving forward. “In this case, automated workflows allow managers to have even more visibility into the workings of their call center.”
Automate Your Training
Automation doesn’t start and end with making customer interactions more efficient. Find even more time savings when you automate your onboarding and ongoing training, too.
The old-school way of training employees—classrooms, PowerPoints, manuals—keeps call center reps away from the phones. This often leads to companies that only provide onboarding and ditch the continuing education that so many reps need.
Here are a few easy ways you can improve your training with efficiency.
With learning automation software, you can schedule assignments to your team, or particular individuals. You can also set up recurring assignments to reinforce those crucial aspects of training.
With automated assignments, once a Learner completes a Lesson, the next one queues right up. We call these triggers. You don’t need to keep track of who has learned what; our software does that. Instead, you can discover which employees deserve a pat on the back and which ones are less engaged. You can also be confident your reps are receiving a complex, but efficient, learning process.
With each completed Lesson, software notifies Admins and updates data in the Gradebook. With automatic tracking, Admins save time contributing to a seamless workday. This leaves the tedious administrative work to the software, so you and your Admins spend much more of your quality time with reps. You can also help them be more strategic with a more collaborative discussion, rather than one-way communication.
Seamless sharing means that your data stays current. For example, Lessonly shares data through our API, passing that information directly into the software you already use for reporting, such as Salesforce. In doing so, we tie learning to your KPIs and demonstrate value for more investment of time and money in your team.
Find out how Lessonly’s automated software can improve efficiency in your call center. Sign up for a tour, today.