TIME UTILIZATION
THE HIDDEN POWER OF TIME MASTERING THE BASICS TO TRANSFORM YOUR CALL CENTER .
BY KATHRYN E . JACKSON , RESPONSELEARNING CORPORATION
ILLUSTRATION PROVIDED BY ADOBE IMAGES Managing a call center is no easy feat . Budgets shrink , performance metrics grow , and every second on the clock matters .
If your team doesn ’ t have a handle on time utilization , which refers to how agents use their time during a shift , you might be leaving money - and customer satisfaction - on the table .
But here ’ s the catch . While understanding time utilization sounds ultra-basic , it often slips through the cracks in even the most well-managed call centers . Leaders think they ’ ve got it covered , but a few quick conversations with their teams often reveal otherwise .
This blind spot doesn ’ t just create inefficiencies . It sets the stage for harder-to-fix problems down the road .
Let ’ s explore how you can update time utilization in your call center and turn it into a tool for reducing costs , boosting performance , and solving those small issues before they snowball .
WHY TIME UTILIZATION MATTERS
Why is time utilization such a big deal ? Because it ’ s not just about keeping agents busy : it ’ s about working smarter and maximizing precision . When you analyze how agents use their time , you unlock critical insights that lead to powerful outcomes .
1 . Smarter staffing . Accurate data on talk time and aftercall work ( ACW ) ensures you have the right number of agents at the right times to meet service levels .
2 . Focused coaching . Pinpoint skill gaps so supervisors can coach where it makes the biggest impact .
3 . Streamlined processes . Discover inefficiencies , such as wasted time searching for information or using clunky systems and fix them fast .
4 . Meaningful cost savings . Build a case for investments in automation or improved workflows by showing how they save agent time and reduce costs .
22 CONTACT CENTER PIPELINE