Once again, it’s that time of year!  The New Year is a time of transitions and of making resolutions.  So, this year, make a professional resolution to improve your efficiency and productivity.  How can you do that?  These 4 tips will show you quick ways to save time on your telecommunications management so you can spend that time working on the bigger picture items:

  1. Auto Sync Extensions – Why spend time manually loading new agents into your call center software when you can have it automatically sync with the data in your phone system!  Save time right now and in the future by setting up auto sync on your software.  By automating a lot of the simple data, you can have more time to focus on the more important aspects of managing your call center.
  2. Categorize Voice Recordings – If you record calls in your contact center, then you’ll probably want to also have a voice recording application.  Voice recording takes all of the recorded calls, and it puts them in an easily accessible format.  Simply by adding this software, you’ve taken some of the tedious effort out of retrieving voice recordings.  Take this one step further by organizing your recordings into different categories.  Take a few minutes to separate out a few key recordings that you want to use for training purposes in the future.  Now, you’ll have those on hand the next time you have new employees in training.  You can also have new agents retrieve those on their own and listen to them on their own time, saving even more time on training.  This helps agents become more independent, and they get to learn how to use some of your call center software.
  3. Set Up Alarms and Alerts – Alarms can alert you to problems as soon as they happen, rather than you hearing about them long after the fact.  Now, you might be asking yourself, how can alarms save me time?  We’ll show you using a real-life example.  Alex is a call center manager, and she understands the value of having incoming customer calls answered quickly.  Without alarms, she may not notice that there are calls backing up in the queue.  So, when James asks to take an extended break, she might not think twice about it.  The problem doesn’t occur until Anna comes to her with a problem about a customer complaining about being on hold for 30 minutes and wants to speak to her manager!  Now, if Alex had set up alarms to show her when the queues were overflowing, she could have saved time for herself, Anna and the customer!  Something so simple as setting up alarms can save you a lot of time and energy, and can improve your service quality in the long run.
  4. Schedule Reports – Report scheduling is a common best practice for supervisors and call center managers.  It’s not only a great time saver, but it also encourages you to look at your call center metrics more often.  By evaluating your call center operations on a regular basis, you’re more likely to catch potential issues before they become serious problems.  Scheduled reports provide you with the information you need when you need it.  Once you decide which reports would be valuable to you, it only takes a few seconds to schedule them and have them sent straight to your email.