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Winning with AWT – bring RTI to a knife fight.

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Winning with AWT – bring RTI to a knife fight.

Data entry despite being an essential part of customer service, is also time consuming and quite inefficient. So what can contact centers do to reduce that wasted time?

Pinpoint the problem.

According to ContactBabel, contact center agents spend close 12,5% of their work time on after-call processes, costing the industry over £2.6bn a year. Do note that not all of the post-call work is wasted, try to pinpoint the biggest time sinks.

Information that is manually input into the system by agents during wrap-up is a huge part of the learning and analysis process’s. It also is used as feedback to bring changes to script and is widely used as aides during training. It’s the tasks that can be easily automated that are the biggest time wasters, because systems tend to be uncoordinated and at times require double inputs.

Automate.

It’s no secret that more than 70% of tasks conducted by agents during their work time are manual tasks, such as locating data and copy pasting or retyping them into different sheets and prompts.

Average Wasted Time or AWT is a troublesome phenomenon, that not only affects productivity but also directly correlates with key contact center metrics like AHT.

Improve key contact center metrics by implementing automation systems and eliminating all the unnecessary entry tasks that contact center agents have to face.

Tools of the trade.

Speaking to customers and data entry, that’s what being a call center agent is all about. The number one priority for call centers should be improving the call handling efficiency, alongside smoothing out the data entry process.

Hand-free is obvious yet sometimes overlooked, providing contact center agents with appropriate “tools of the trade” will greatly improve efficiency. Data entry and resolving customer issues at the same time – multitasking at it’s finest.

Crisp and clean audio.

Good audio is highly valued and sought after by call center agents and supervisor alike, pick a manufacturer and system provider that guarantees high quality, it will greatly speed up the data capture process. Crisp and clean audio = less repetition to confirm answers and terms & conditions.

Also, thanks to new noise-canceling technology contact centers around the globe can greatly reduce the average length of calls and at the same time bump their efficiency up a notch.

Dynamic data entry.

Contact centers today should setup agent desktops to handle efficient and dynamic data entry, supervisors and managers should remember that most desktop applications are not designed from the agent’s point of view – the customer experience is and should be the number one priority, but don’t force agents to “jump through hoops”. Streamline the process on both ends.

Benchmark software as well hardware, often scripts and screen navigation is slower than than agent to customer communication, so the agent needs to backtrack or keep notes and enter some details after the call has ended.

Reduce the need for agent intervention

The easiest way to minimize the time agents spend on data entry is to remove as much of the burden as possible. Is the desktop slowing the agent down, or maybe it’s the software? Reducing free-form typing, and box checking steps will also greatly improve the speed – simply take a look at the script, make sure all steps are relevant.

Once you pinpoint the biggest time sinks and bottleneck, you can begin to effectively adders the issues. Do so by implementing real-time impact technology and benefit from:

  • Non-Intrusive Integration– easy integration with databases and back-end applications
  • Real-Time Decisioning – the engine will determine the appropriate course of action based on a predefined set of business rules i.e. guidance callouts or automation of data entry
  • Real-Time Guidance – through informational, contextual and interactive pop-up windows
  • Real –Time Automation – automated data entry into screens, automated application screen navigation and launching applications and documents in the right context of the call
  • Real-Time Process Enforcement – limits screen and application functionality until agents complete mandatory steps and can shut down applications where  invalid actions are performed
  • Real-Time Sales and Retention – integrates with predictive analytics and campaign management systems to identify best offers in real-time