1. Boosting Agent Productivity and Contact Centre Efficiency
Martin Jukes

2. Productivity v utilisation
What is agent productivity?
Productivity v utilisation
Productivity
The output from an agent when they are working
Agents control
Utilisation
The amount of time that an agent is productive during their working day
Managers responsibility

3. Boosting Agent Productivity
What de-motivates agents?
Inability to deal with customers enquiries
Inefficient processes
Poorly performing systems
Not being listened to
Lack of feedback

4. How to increase productivity?
Enable
Support
Manage

5. Enable
Tools
Training
Knowledge
Processes
Systems

6. Support
Induction
One to Ones
Two way feedback
Involve
Encourage

7. Manage Measure Share Act Contacts handled, AHT, RFT, outcomes
Quality and quantity
Identify trends
Share
Communicate performance
Individual performance
Team performance
Act
Intervene and manage
Use the data
Improvement plans

8. Improving Contact Centre Efficiency
Q. What does efficiency mean to you?
Q. How do you measure it?
Utilisation?
First contact resolution?
High PCA?
Contact durations?
Cost per contact?
All are valid but……

9. Targets drive behaviours
Identify what is important for your organisation v
Determine measures and understand context

10. How to improve efficiency
Use the MI tools available
Real time management – be aware of what is happening now, looking back is too late
Adherence to schedule – little things make a huge difference
Active management – proactive and reactive
Understand the detail

11. How to improve efficiency
Align resource to demand – demand changes
Analyse historical management information and identify trends
Understand the detail

12. How to improve efficiency
Manage across all channels
Train staff in multiple channels then blend
Remember , a productive agent supports efficiency
phone
chat
social media

13. Review Processes for efficiency and effectiveness
Inefficient processes are a high cost and frustrating
Review most frequent enquiry types
Are they efficient?
Can they be automated?
Is there a better way?
And don’t forget poor quality is also inefficient

14. Customer Experience
Empathic transactions are more efficient and increase profitability
Increases trust
builds the relationship
gets to the issue faster
increases first time resolution
increases loyalty

15. Summary Focus on the detail Use the data Enable support and manage
Think carefully about targets – they can impact negatively on efficiency
Productivity is about output and outcomes
Don’t forget the quality