1  Use a automatic dialler to work through calls faster.  Identifying answering machines, busy tones, disconnected numbers etc. automatically increases the agent time speaking to customers.

2  Increase agent sell-time by using real-time call centre reporting to manage agent performance.

3  Move agents in real-time between queues and campaigns to effectively manage campaign volumes.

4  Multi-skilling of agents allows for the calls to be sent to the best agent with the relevant skills as a priority, and to agents with lesser skills (still with the ability to handle the call) where a fully skilled agent is not available.

5  Use your technology system for automatic real-time management of thresholds in a blended call centre.  Where there is an influx of inbound calls the outbound diallers can be slowed or stopped automatically and once the inbound influx subsides the diallers can be automatically ramped back up.

6  Eliminate down time for system changes with real-time scripting and outcome code changing.

7  Increase productivity by using filters on outbound dialling data to target specific demographics of data – for example, contacting specific groups at specific times can be managed in real time (e.g. working parents after 6pm, college students when the college day ends, etc.)

8  Set KPI’s for phone agents for wrap time (after call work time). This will make sure that the agents minimise their time after speaking with customers. 

9  Setup an IVR to handle customer calls that are asking for information without creating a hellish experience for the caller. Try and automate as much as possible so the calls that get to the phone agents are “real” enquiries

10  Use an automated call centre system to manage callbacks automatically – this will save on the overhead of managing a diary system. Don’t make it a manual task for the phone agents to be constantly looking at a “call-back” list

11 Use automated outbound services to inform customers of simple notifications so those interested are the only ones coming through to the call centre.

12 Use automated outbound services to capture simple information (eg customer sat surveys) without agent interaction

By The IPscape Tech Team

The technical boys at IPscape are Darren Younger and David O'Leary. The boys run the IPscape technical group including managing the development, operations and telecommunication teams.