To-do list is the common procedure followed by individuals having very busy schedule. This is a very old concept and allows any person to perform efficiently their tasks within a deadline. In the same way, this method can also be fruitful in enhancing the call center operations. The proper usage of a to-do list for call center agents not only show effective results but also help them to take active responsibility in the professional environment.
There are certain activities that need to be ranked before taking any action. Therefore, the customer care agents have to be very focused about the importance of any work and how to tackle it without any complication. A to-do list acts a s a best friend in this aspect. If a habit is made, then it is likely possible that all the vital tasks of a call center operation will complete within time and agents can dedicate their extra time on their personal development skills like training, quality monitoring and others. The management of call center should give a serious eye on the first call resolution, Average Handle Time, Service Level Agreement and shrinkage.
It is also important to follow-up certain activities to maintain efficiency in the scheduled hours. Some of these can be important emails, the case study, follow-up, after-call work, and forum and knowledge base reviews. Al these tasks may take long time and therefore to complete these activities a proper listing of to-do work needs to be completed at the initial level. For example, shrinkage activities fit suitably on an agent’s to-do list.
In this aspect, the role of supervisors and managers matters a lot. A proper communication process through e-mails and reminders cannot only help the agents to prepare but also to keep themselves aware of the priorities.
The call center agent’s to-do list essentially provides various pathways for call center outsourcing so that the results are always productive. A major part of shrinkage activities can be reduced with a perfect construction of to-do list. Call center operations can be easily balanced with the help of innovative tools for time management that can result to reach a level where the services become exceptionally qualitative.