November 18th, 2019

Contact center workflow: Useful tips for better performance

Organizing your team may seem like a never-ending nightmare. Use the right tools and avoid the worst pitfalls. Learn how to work smart and not hard.
CEO @Adversus
contact center workflow

Organizing your teams and efficiently structuring your work can sometimes be a hard nut to crack. So how do you can organize and keep track of your business without wasting everybody’s time?

Let’s face it.
Having efficient workflows is no easy feat in most companies, including contact centers. Organizing everything within your team may seem like a never-ending nightmare that nobody wants to be part of.
And keeping track of your employees’ performance can often be draining and time-consuming. But can you even escape this? If so, HOW? Is there a solution that can help you organize and keep track of your business?
There is an endless number of ways to organize work. It could be anything from workplaces with a tight management style, which means that each employee has limited influence on what the day brings, to even organizing teams that don’t require a manager to assign tasks or set deadlines.  

Why Do You Need To Organize Your Contact Center Workflow?

When we talk about organizing in call centers, it is often characterized by being top-down, where efficiency and minimal time wastage is the key to reaching everyday sales goals. 
The organization is often closely related to the nature of tasks. The agents’ ability to define their own tasks is relatively limited since an agent’s primary job is to sit by the phone and make or take calls.
This leaves employees without much influence. Consequently, it can impact their motivation and job satisfaction, since the tasks tend to be monotonous and too predictable. It takes away the edge and excitement in their job. 
Running a well-functioning call center requires an extremely well-organized workflow at all levels if employees have to perform at their highest without getting stuck in repetitive tasks, not only in terms of organizing work tasks for the individual employee but also regarding organizing all of the tasks that lie. 
By being well organized, you can create the necessary variation for your employees and thus create higher motivation. Also, you have the opportunity to make continuous adjustments to your campaigns and get a better sense of your leads.
This will ultimately lead to higher conversion rates, increased sales and higher employee satisfaction. And by choosing the right tools for organizing your workflows, you are already halfway there.
 call agent

Different Calling Strategies 

In contact centers, it is often the details that lead to the big difference.

We know that there’s a significant difference between calling inbound and outbound, but there’s also a difference between calling progressively, predictive and manual.

Even when it comes to the types of campaigns and leads you are contacting, there are essential details that you should pay attention to when organizing your employees effectively.

Identifying and segmenting the types of calls you’re going to make is always the first step towards a better organization.

  1. Get a handle on the leads that come in
  2. Keep track of the leads already in your sales funnel
  3. Segment your leads on campaigns
  4. Be aware of how you assign campaigns to your agents
  5. Build calling strategies
  6. Use tools that minimize the number of manual processes
  7. Choose the tools that fit the tasks

Don’t Miss the Details

When assigning the different types of calls to your agents, be sure to do it the best possible way.

You can either make a variation in the types of tasks that your employees are handling, such as switching them between inbound and outbound or simply allocating a certain type of task to the agents who are most content to solve them.ipad-1

Some agents prefer the thrill of cold canvas and won’t take ‘no’ for an answer, while others are better at taking care of the more in-depth conversations where a potential customer is already deep into the sales funnel.

Some sellers are good at converting cold leads to hot leads, while others are best at closing a sale.

It requires a good overview and an eye for detail to allocate the tasks as efficiently as possible.

But in the end, your efforts will bear fruit, and your agents will be rewarded by achieving higher success in their work lives.

You need to take a deep dive into your lead pools and campaigns to get a better understanding of the underlying differences between each call you make.

Be Strategic and Mix Different Campaigns

If you work with outbound sales, consider how you plan and distribute your campaigns hourly among your agents.

Running a mix between different campaigns can make a big difference, especially if you have hard-sell campaigns and other campaigns that trigger one sale after another.

Organize Tasks and Teams in User Groups 

Getting everyone organized and informed about what they’re doing is probably the most crucial step. Otherwise, you will end up with a chaotic workspace where no one knows what they’re supposed to do. 

Making specific user groups while using software tools can help a lot - it makes sure that everything is organized across all departments. These groups can consist of any of the existing roles within your company to make plans and arrange actions following current needs.

User groups serve multiple purposes. Firstly, it helps to define who is responsible for different tasks. Secondly, user groups can be used in coaching contexts where employees who have homonymous tasks will be able to organize and learn from each other, among other things, through platforms that allow sharing and learning. 

Take it a step further by choosing flexible software solutions that allow you to customize each user’s interface. That will provide you with the positive side effect that you can minimize the complexity of the tools used for each employee in your team.  

When working on more complex projects, it’s advisable to introduce project tracker software to your team. There are various tools available that can help you organize your tasks and make collaboration smoother. 

We have listed a selection of good collaboration tools in this article.


Multitasking is Your Worst Enemy 

You might ask yourself what multitasking has to do with organizing. A lot, actually. Organizing is also about creating an optimal space to get tasks solved in the right order, where multitasking often ends up being a go-to in complicated situations. The busier you are, the harder it will be to solve the tasks in the correct order.

Even though most people believe that multitasking is the way to go when it comes to rapidly complete your tasks, it’s false. You cannot put the same amount of effort into multiple actions when executing them simultaneously. Studies also find that multitasking actually can impair cognitive ability. 

The best way to go about it is to prioritize your tasks and execute them one by one. Introducing tools that can help you organize your priorities in a simple manner is more useful than you think. 

It is important that the tools you use are highly intuitive and designed to visualize when the specific task needs to be solved. Working with intuitive workflows reduces the risk of mistakes being made, e.g., duplication of work or agents forgetting to record important information.

Diagram large-1

Make Sure Your Decisions Are Data-Driven 

When making an important decision in everyday life, you are most likely to rely on your previous experiences so why exactly would you rely on anything else in your professional life?

Data and analytics are incredible assets to have on hand, so be sure to put them to good use. But use them with care and always with your goals in mind. Large amounts of data mishandled can lead to bad decisions. 

Keep Track of Your KPIs

If you want your business to become successful, you need to work with very well-defined KPIs and success parameters – and remember to keep track of them. 

If you don’t have KPIs and parameters, it’s hard to know where you need to take action, and you risk overperforming at some points while lacking behind elsewhere. 

Monitoring is a powerful tool for planning and distributing work, so you make sure you distribute your resources in the most efficient manner and reach your goals. It allows you to react quickly if you need to allocate your resources differently. The same rules apply to custom reports. 

By customizing your reports and deleting redundant data, you’ll be one step closer to focusing on the important tasks and prioritizing the right way.

You can also utilize these insights to coach your employees.
Personalization is becoming more relevant year by year, so take advantage of it and prioritize both employee and customer satisfaction.

Visualize Your Contact Center Performance 

It’s important to make achievements visual for your team. Using a visual dashboard, like Plecto, allows you to motivate your employees through instant employee and team recognition on customized dashboards.

Make sure to follow up on your KPIs. Adjust them if you realize they are unrealistic - it’s demotivating for everyone to work with unattainable goals.

By making your successes visible, it’s also easier to celebrate them. And never forget to celebrate.  

Wanna optimize your contact center workflow? Start your FREE trial to see how Adversus can help your business grow.

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