18 Tips to Maximize Small Contact Center Productivity

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The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This presentation shares 18 of the top tips our participants shared. Whether your contact center is small or large--or you don't work in a contact center at all--you're sure to find a least a few pieces of advice you can use to maximize the productivity of your team.

Leadership & Management

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
18 Tips to Maximize Small Contact
Center Productivity

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our March 29, 2016 #ICMIchat

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1: What’s the best way to
measure productivity in the
contact center?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Defining & Measuring Productivity
Tip #1: Remember no one metric tells the full story.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Defining & Measuring Productivity
Tip #2: If you don’t use it, don’t measure it.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Defining & Measuring Productivity
Tip #3: Focus on the team.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q2: Is it more or less difficult to
achieve productivity goals in a
small contact center? Why?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Is Productivity Tougher to Achieve in a Small Contact Center?
Tip #4: Set realistic goals.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Is Productivity Tougher to Achieve in a Small Contact Center?
Tip #5: Use size to your advantage.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Is Productivity Tougher to Achieve in a Small Contact Center?
Tip #6: Choose to focus on the positive.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q3:How can small contact centers
incorporate regular training
without negatively impacting
productivity?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Make Training a Priority, Not a Productivity Killer
Tip #7: Consider On Demand options.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Make Training a Priority, Not a Productivity Killer
Tip #8: Be intentional about incorporating training in the day-to-day.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Make Training a Priority, Not a Productivity Killer
Tip #9: Utilize real-time customer interactions.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q4:What’s one
tool/technique/policy you’ve
used to help your employees stay
focused?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Help Employees Stay Focused
Tip #10: Don’t force multitasking.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Help Employees Stay Focused
Tip #11: Use gamification to regularly reward & acknowledge small wins.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Help Employees Stay Focused
Tip #12: Leverage the Socratic Method.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q5: Blocking social media in the
contact center: needed for
productivity, or culture & morale
killer? Why?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Tackling Personal Social Media Use in the Contact Center
Tip #13: Address the root of the problem, not the symptoms.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Tackling Personal Social Media Use in the Contact Center
Tip #14: Train your employees to use social responsibly.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Tackling Personal Social Media Use in the Contact Center
Tip #15: Trust your team to do the right thing.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q6: What’s the best way to
handle time off requests fairly in
a small contact center?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Handling Time Off Requests in a Small Contact Center
Tip #16: Let your agents work together to manage scheduling.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Handling Time Off Requests in a Small Contact Center
Tip #17: Adopt a straightforward PTO policy—first come, first served.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Handling Time Off Requests in a Small Contact Center
Tip #18: Train & equip agents to handle absences seamlessly.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us next time!

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Check out our forum for a full
recap: http://ubm.io/1RzMpI4

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