CallMiner, an industry leader in speech analytic software, has featured MaidPro in their recent article, "25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency." Katherine Dougherty, MaidPro's National Sales Center Director, provided 4 expert tips for optimizing efficiency and reducing turnover. MaidPro's National Sales Center currently supports their franchise offices all over North America.
Check out Katherine's 4 tips below!
"There are several effective ways for call centers to improve efficiency including…
Reduce Turnover – Keeping a stable team will help you to reduce training costs and time. It will also help you to monitor productivity on a longer-term scale. Do your best to:
- Monitor and generate engagement; check in often
- Make onboarding & ongoing coaching as stellar as possible
- Encourage honest and open communication
- Strive for ongoing learning, skill building, and development
- Discover and provide purpose/meaning … set quarterly goals outside of day-to-day responsibilities.
Optimize individual efficiency – Ensure there is enough ‘refresh time’ to have people running 100% when on the queue. Burnt-out staff produce less.
Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. No sacred cows … watch out for any processes that are time vampires.
Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Monitor each metric and make performance accessible to all so goals are transparent and everyone can contribute to reaching milestones.
For most, contact centers are the heart of the business. Make sure your employees believe in your core values. Lastly, make it fun! Keep a stimulating environment that people enjoy working in."