For many call centers, inbound calls typically result in a conversion. This is because the consumers taking the time to call in are usually ready for resolution. With these inbound calls resulting in payments, it’s vital that they all be answered right away. According to Velaro, 60% of consumers will hang up after being on hold for one minute, which results in 60% of unattained revenue. Unfortunately, many call centers lack the agent bandwidth to answer calls right away, and adding more agents means paying for them, too. Fortunately, there are a few ways to maximize your call center agent bandwidth without adding headcount.
3 Ways to Maximize Call Center Agent Bandwidth
1. Invest in proper agent training programs.
One of the simplest ways to increase your agent bandwidth is by giving them proper training to help fine-tune the skills they need to minimize their average handle time and enhance their first call resolution percentage. Remember, you’re only as strong as your weakest link, so make sure this opportunity is available to all agents.
2. Don’t overwork them.
While it can be tempting to enforce long hours on your agents, the longer their hours, the less efficient and productive they’ll be. Put yourself in their shoes. If you’re working an emotionally taxing job for 12-14 hours a day, what would your problem-solving skills look like at hour 9? Allow your agents to take frequent breaks and work shorter hours so they are sharp and ready to handle any problem that comes their way.
3. Use DirectDrop Voicemail Technology
The best way to increase agent bandwidth without adding headcount? By utilizing efficient technology. DirectDrop Voicemail technology allows agents to send a voicemail directly to a consumer’s mobile voice mailbox at a campaign speed that matches their bandwidth. Instead of making consistent outbound calls to try and reach consumers, they’ll be able to focus all of their time on answering inbound calls. By setting the campaign speed to send voicemails out at a slower pace, they’ll be able to manage the number of inbound calls they receive per hour, increasing their bandwidth to take on inbound calls.
