RETURN ON INVESTMENT
ILLUSTRATION PROVIDED BY ADOBE STOCK
IMPROVE
PRODUCTIVITY , IMPROVE ROI WHY EMPLOYEE ENGAGEMENT , SATISFACTION , AND THE RIGHT TOOLS ARE ESSENTIAL .
In an era of labor shortages and high wages , contact center managers have a compelling need to prioritize employee productivity . But in today ’ s contact center world , you can ’ t have a conversation about productivity without also discussing employee engagement and satisfaction . The two are inextricably linked .
Productivity is important in any industry , but this is especially true in contact centers , where labor accounts for a whopping 80 % of the typical operating budget .
22 CONTACT CENTER PIPELINE
BY SHAI BERGER , FONOLO
To get the results they ’ re seeking , managers must understand the factors impacting agent productivity . As we ’ ll discuss , labor shortages and rising labor costs are set against very high customer service expectations . In other words , it ’ s a pressure cooker in the call center .
So , your workforce should be seen as an asset - an investment that requires careful management not just to maximize its output – but also to safeguard its wellbeing .
You can turn to your managerial best practices and tech advancements for help . Use the right metrics to measure productivity and to ensure agent satisfaction . And enlist the help of technology to maximize your agents ’ efforts and optimize your workplace .
FACTORS IMPACTING ROI OF CALL CENTER AGENTS
To begin , let ’ s take a closer look at the external factors impacting the ROI call center managers require from their agents .
PRODUCTIVITY IS IMPORTANT IN ANY INDUSTRY , BUT THIS IS ESPECIALLY TRUE IN CONTACT CENTERS ...