Increasing call centre productivity
"This system has given us the opportunity to reduce unproductive agent time and run a more efficient and profitable centre." Rachel Robinson, Group Business Development Director, Teleperformance.
The company
Teleperformance is one of the UK's largest contact centre & CRM solution providers, and a long standing client of Square Systems.
The challenge
Teleperformance wanted to increase agent productivity and reduce agent idle time. Transcription was carried out by agents on PCs with costly additional hardware that limited the number of agents able to carry out this work.
The solution
Square Systems identified a way of achieving productivity gains by blending the task of transcribing IVR recordings with taking live calls. A centralised system was developed that allowed any agent at any workstation to perform transcription work during periods of low call volumes, using technology they were already familiar with.
The benefits
The solution minimised unproductive agent time and eliminated the need for investment in costly additional hardware that limited the number of agents able to carry out transcription work.
The full story
Successful companies continually strive to develop their systems and processes to achieve ongoing productivity gains. Call centres activities such as administration have traditionally relied upon supervisors to distribute work and ensure that available resource is working effectively at all times. More often than not, experience and a rule of thumb are applied during quiet periods to achieve this aim. When teams are less busy, small groups can carry out other activities whilst still being available for inbound calls.
With modern call centre technology it is now possible to achieve productivity gains by automatically inserting tasks into agent work stacks during brief idle periods by monitoring agent workloads and blending their activities.
Teleperformance is one of the UK's largest contact centre & CRM solution providers and a long standing client of Square Systems. When Teleperformance wanted to increase agent productivity Square Systems were able to identify a way of achieving productivity gains by blending the transcription of IVR recordings with live incoming calls. Previously transcription had been carried out on PCs with costly additional hardware that limited the number of agents able to carry out this work.
Square Systems were able to provide a centralised system that allows any agent, sited at any workstation, to perform transcription work. Furthermore this solution integrated with the existing call centre solution providing the added benefit of allowing agents to use technology they were already familiar with.
To further drive profitability the transcription work was seamlessly 'blended' with existing call handling activity, thereby minimising unproductive agent time.