Caroline Johansson
‘‘In order to succeed, your desire for success should be greater than your fear of failure.’’
-Bill Cosby
In this hyper-competitive era, every company wants a strong customer base. In order to provide the desired support service to customers, business owners make contact with reputed BPO firms of Australia, UK, etc.
Often, small companies think that catering to customer’s needs is an easy task to do and that’s why they run an in-house call centre. However, this leads to negative reviews, financial loss, and so on. The most cited reasons behind that are obsolete technology, insufficient staff, high wrap-up time, etc. Therefore, it is recommended to outsource call centre services.
Many people think that customer interaction ends when agents provide the desired resolutions and make sure that no issues are left to be solved. But this is nothing but a misconception.
Do you know what wrap-up time really is? Well, it is the time that agents take to do a certain set of tasks after concluding the conversation with customers. Wrap up time is also known as ‘After call work’ or ‘Post-call processing.’ Such certain set of tasks includes:
- Logging a call disposition code
- Writing call notes
- Updating information in a CRM
- Sending an email to the caller, and so on
These type of tasks always consume a lot of time. This indirectly affects the business’s productivity. Hence, it is crucial to decrease the wrap-up time.
Call centres calculate the average wrap-up time by using the below-mentioned formula
Average wrap-up time = (Total Handling Time – Total Hold Time – Total Talk Time)/Total Number of Made Calls
To boost the productivity levels, it is paramount to keep the wrap-up time as low as possible.
Have a look at the below-mentioned points to know how call centres can reduce the average wrap-up time for better productivity:
Provide proper training
In the call centre industry, it is believed that the quality of support services depends on how well you trained your agents. In addition, an appropriate training always helps the agents in reducing the average wrap-up time.
During the induction or training process, it is significant for the BPO firms to let new customer service agents know which information should be updated after the interaction with customers. Furthermore, it would be very beneficial to make agents understand why it is vital to keep the wrap-up time in check.Apart from that, it is paramount to make sure that agents don’t face any problem while using CRM or software programs because somewhere this is related to the business’s productivity.
Build a knowledge base
To make outsource call centre services more preferable, it is imperative to bring the average wrap-up time down. During the peak hours, it is vital to reduce the ACW (after call work) time because that’s the only way to answer a maximum number of customer calls.
However, making a blunder while doing ACW can create unnecessary problems at the later stages. So, it is significant to reduce the AHT (average handle time). By doing so, agents could get extra time to perform all the tasks that are supposed to be done after disconnecting the customer call.
To reduce the average handle time, a proper knowledge base is paramount. With the help of a knowledge base, agents can swiftly solve the common issues that customers tell during the interaction.
What’s more, agents should make the notes of those issues that aren’t mentioned in the knowledge base. After that, inform the higher authorities regarding the same. Consequently, it will help to increase the CSAT score and boost the productivity levels.
Make most out of hold time
Well, most of the business owners outsource call centre services so as to provide quick resolution to customers. A prompt solution always enhances the experience of customers, which, in turn, leads to a positive word-of-mouth publicity.
However, providing a swift resolution every time isn’t possible because there is a high possibility that agents require extra time to eradicate complex issues. For the sake of faster resolution, most of the customers don’t mind being placed on hold.
During the hold time, the agent should search the solutions (that customer is expecting) firstly and then make some entries into the call log so as to decrease the ACW load. As a result, this will not only help to maintain the CSAT score but also reduce the wrap-up time to a great extent.
Final few words:
In today’s customer-driven market, it is paramount to make sure that customers don’t get a reason to switch to other company. To ensure a long-term relationship with customers, business owners outsource call centre services.
Well, BPO firms of Australia or UK always try their best in order to meet their client’s expectations. But to improve the quality of services, it is crucial to reduce the wrap-up or post-call work time.
With the help of this blog, we have discussed what wrap-up time really is and how it can be reduced for better productivity.
Thanks for reading!!
excellent, informative post.