India is counted amongst the leading outsourcing providers as per a report stated by Gartner. In 2006, India alone catered to around 1.9 percent of the $672 billion IT market. As a result, many US firms saw a surge in the overall profitability of the business. This really creates positive pressure on Indian call centers to make their services more effective. As prominent Call Center Services in India are respected worldwide, they must look for some tips that will make them more productive in the coming future:
Pass on the decision-making ability to team leaders
Team leaders are the factor on which the functions of the entire call center team is based. Thus, it becomes important to show confidence in their abilities by passing on some decision power to them. Let them take some small decisions. This will add to their interest and overall productivity.
Give incentives to employees at the call center
For running an efficient call center, it is important to give incentives to employees at the call center. Jobs at call centers are highly stressful. Thus, it becomes vital to give bonuses, preferences, movie coupons and vacation packages that will boost their productivity.
Work from home facility
Allowing work from home for two to three days in a week can be a great way to boost productivity. It adds to the comfort of the employees, cut on their traveling time and give them time to focus on other priorities besides their work.
Clear demarcation of the roles and responsibilities
For avoiding confusion, the team leader must be aware of the roles and responsibilities of each of the member. This will avoid confusion leading to better results and productivity.
Breaks for rejuvenation
Taking a 10-minute break after an interval of 70 to 75 minutes is very vital. This recharges the employers bringing more efficiency to the tasks at the hand.
Feedbacks are important
Give a positive feedback for ensuring that your team at call center agents perform efficiently. Like it is important to motivate someone who is not performing well in the team. In the same way, it is vital to appreciate good performers on the team. You can create a scorecard that can judge your employees on the basis of their customer satisfaction, abandonment rate and average handling time. This will definitely add to the overall efficiency of the department.
Constant training to the employees
It is important to give constant training to the employees. In today’s era, companies switch to e-learning techniques to constantly train their employees. It is said that this improves the productivity of the company by around 25 percent. In the end, I want to say that team as a whole should always come out to be more productive. The more productive and efficient your call center will be, the greater are the chances of the overall profitability of the business. Furthermore, a lot of countries look up to Call Center Services in India.
