Analytics 365 Blog

Call centres are incredibly busy places. With over 4,400 calls a month (Live Agent) across hundreds of people in remote and physical locations, it can often feel like call center managers need military-level organizational skills to get everything done, unless you have good time management skills. In this post, we will examine why time management is crucial and provide some of the best time management tips for call centres. [...]

Often considered one of the busiest places to work, call centers are incredibly difficult to manage. The constant work and distractions can cause managers to have issues properly executing their initiatives and even neglect key areas—such as training for teams and individual agents. Ultimately, not training your call center agents can negatively impact your overall agent performance and bottom line - alongside causing issues with staff retention as your [...]

When considering SLA compliance for call centers, no manager can afford to overlook the importance of call response times. After all, when it comes to business, time is money - and so much more. Failing to meet your SLA targets will significantly impact the customer experience, which ultimately damages loyalty and key business outcomes. When combined with the penalties faced for failing to comply with SLA requirements, it’s clear [...]

Implementing the best customer service practices should be a priority for companies across all business sectors, not least because they play an integral role in client satisfaction levels and how people will view the organization. Research shows that around 80% of consumers say they would look to take their business elsewhere if they have more than one bad experience. Sadly, many businesses continue to view their customer service experience as an [...]

Call centers are the beating heart of a business. They’re essential for maintaining strong sales and customer service elements, providing a direct connection to your customers. But call centers have a significant risk of staff being absent, which is something that can have a detrimental effect on a business. Known as a ‘no call, no show’ (NCNS), it’s a common event within companies that have a call center function. [...]

Managing a call centre during busy hours can be challenging, but it’s important to take steps to get it right. After all, the consequences of a poorly managed call center during peak hours can be extensive, impacting staff morale, customer satisfaction, and ultimately the profitability of the business. A build-up of requests, long customer wait times, and overburdened staff benefit nobody. Customers — who have higher expectations than ever [...]

Your customer service agents provide a direct link between your business and your customers. They are there to provide support and assistance, ensuring problems are dealt with quickly to leave customers satisfied. But the life of a customer service agent isn’t always an easy one. The nature of the job means that agents often handle difficult situations, including verbal abuse from dissatisfied and abusive customers. Not only that, but [...]

The rise in popularity of remote working has created new challenges for employers and business managers when conducting employee appraisals. There’s more physical distance between them and the employee, which studies have shown can impact a manager's ability to assess performance, and there’s also a little less trust due to it being more difficult to monitor remote employees compared to being in an office (Felstead et al, 2003). Not to mention [...]

Just a few years ago, the concept of full-time remote working seemed to be an unrealistic fantasy. However, a recent BBC study found that 44% of workers want to continue working from home in the future, and many would seek employment elsewhere if they were not given the chance to do so. As such, it's clear that remote work isn’t going anywhere any time soon, meaning many businesses must consider this [...]

Remote work has a lot of benefits, but some downsides come with it. Statistics show that many professionals who work from home will experience burnout at some point, suggesting that more than three-quarters of your employees could be in the same position. Though not always a direct cause of burnout, having a manageable workload can make a massive difference. But how do you identify whether people’s workloads are getting [...]