Very few managers really understand how important documentation is in a call center environment. The following is the top ten reasons why your call center should be looking to improve its call centers documentation system for its agents:
1. Improves customer satisfaction
When customers call and they get their issue resolved immediately without the agent fumbling around looking for information they feel their issue is resolved, they are more confident they bought the right product or service.
2. Lowers average handle time
When agents can find information quickly and easily it lowers the amount of time they spend on any given call. Ultimately it lowers their average handle time overall because they spend less time looking for this information and more time trying to solve the customers problem.
3. Improves quality
When an agent has access to information in an easy and accessible way it reduces dead air on the phone and improvements customer interaction. Thus reducing the amount of time the customer has to wait for a resolution.
4. Allows for the handling of greater call volume
Getting agents the information they need allows them to handle calls faster. By handling the call faster they are able to deal with a higher call volume that they would not otherwise be able to handle. So a call center will be able to serve more customers which means higher profits.
5. Lowers customer irritability
One of the largest issues with companies today is customers calling in and not getting their issues resolved. This often leads to i-rate customers because they are often on hold for long periods of time listening to bad elevator music. Its enough to drive anyone insane. Yet when agents do not have quality documentation to work from that is often what happens.
6. Lowers number of return calls
When a customer calls in and does not get their problems resolved they often call back. This leads to the doubling or even sometimes tripling the cost of the call to the company who they are asking for help. If it is an outsourced call center that is providing customer service then this will create a source of concern with the client company who wants to keep their customers happy.
7. Improves employee satisfaction
One of the most frustrating things an agents must go through is look for documentation. Often they have no more than 2 minutes to find the right documentation or their stats start to suffer. Often they have to find the documentation while they are talking to the customer. Sometimes the frustration sets in and they start to feel under appreciated. Agents like to feel useful. They like to feel like they helped someone. So having the information they need in a way they can access quickly and easily is probably the easiest way to improve the satisfaction with their job.
8. Lowers training costs
No one thing is more expensive in a call center environment then the training of staff. Keeping 600 to 1000 people up to date is a monumental cost. Often the retraining is not as effective as it should be due to the fact agents must be dropped off the phone to do it. Meaning there could be a massive delay between when new policies start and the time that every agent on the call center floor knows about it. Add to the fact that agents get used to the way they do things change can actually be difficult for them due to the fact a half hour or hour of training on a new topic is not very long to commit to memory. So having an accessible documentation system becomes vital for these people.
9. Lowers employee stress levels
Most people do not realize this but call centers are a high stress environment. And nothing adds more to that stress then not having available documentation at an agents fingertips. Putting a customer on hold too long will hurt an agents stats. Too much dead air will also hurt an agents quality scores. Calls taking too long will too. All of these things contribute to the overall stress an agent feels.
10. lowers attrition rates.
Agent overall stress and frustration with their job is a major factor when it comes to attrition rates in a call center. Agents are subjected to performance reviews and quality monitoring on a regular basis. When they can not find the documentation they need they are made to feel like they are being hung out to dry. This causes them to leave the company frustrated looking for better prospects elsewhere.