Enhancing Customer Retention Through Automated SMS Messages
Posted: Sun Feb 16, 2025 8:57 am
Quality contact solutions has the . Best team around and that team extends to our owner-operated call centers. We know what . To look for and how to meet your contact management services goals. If you’re looking . For a team that has the ability to work collaboratively, celebrateby marcia jenkins, senior operations . Managerthere are lots of ways to measure your call center staff utilization. We all want . Our agents busy, but not too busy, right? Before we dive into what we’ve found . Is best, let’s talk about what staff utilization means and why it’s an important kpi.
What . Is staff utilization & why it’s importantstaff utilizationstaff utilization, also referred to as agent utilization . Is simply the percentage of time an agent is spent handling customer uk phone number list interactions. But, why . Is this important? Because it provides real visibility into how your staff is spending their . Respective time. It helps determine how your agents are operating, allowing management to make better . Informed decisions. If an agent’s utilization is at % while another is at %, that’s . Out of alignment.We’ve all seen it…call after call with little to no breaks can quickly .
Turn into agent burnout. This is why quality contact solutions has an internal goal of . Percent. This is where we’ve found the sweet spot to be.Staff utilization is not just . Calling, is it?Having the optimum staff utilization ratios provides opportunity for agents to do other . Tasks while volume is low. Consider how this applies to your specific company. What else . Can agents work on while volume is low? Are there customer emails, chats and or . Texts that can be handled?Efficienciesdoes the technology your using today to make outbound calls or .
What . Is staff utilization & why it’s importantstaff utilizationstaff utilization, also referred to as agent utilization . Is simply the percentage of time an agent is spent handling customer uk phone number list interactions. But, why . Is this important? Because it provides real visibility into how your staff is spending their . Respective time. It helps determine how your agents are operating, allowing management to make better . Informed decisions. If an agent’s utilization is at % while another is at %, that’s . Out of alignment.We’ve all seen it…call after call with little to no breaks can quickly .
Turn into agent burnout. This is why quality contact solutions has an internal goal of . Percent. This is where we’ve found the sweet spot to be.Staff utilization is not just . Calling, is it?Having the optimum staff utilization ratios provides opportunity for agents to do other . Tasks while volume is low. Consider how this applies to your specific company. What else . Can agents work on while volume is low? Are there customer emails, chats and or . Texts that can be handled?Efficienciesdoes the technology your using today to make outbound calls or .