Archives September 2020

4 Ways to Make a Call Centre More Efficient and Productive

Trying to increase a call centre’s efficiency and productivity by merely overworking agents may not give the desired results. Unfortunately, that doesn’t stop call centre managers from trying. Customer service teams have, for long, been treated as replaceable and disposable, with some companies pushing their agents to the brink of exhaustion. Every company is looking for ways to cut unnecessary costs and reduce wait time at call centres, but overworking your agents isn’t a viable idea in the long run. A good place to learn more information is at the Extend Communications website. Here are a few tips for treating agents with dignity while ensuring maximum productivity and efficiency.

1. Keep Your Staff Motivated

Agents can be motivated to perform at their best by involving them in decision-making and letting them know their goals. Studies have shown that workers who take part in decision-making work harder and efficiently than their counterparts. Thus, it is essential to ask agents for ideas to improve customer experience and efficiency at work. Also, authoritative agents who feel flexible when addressing their clients’ needs tend to be more responsive and effective. Rewarding agents with gift cards and cash bonuses can also motivate them to go the extra mile. However, first, decide what achievements to reward before publicizing your reward program.

2. Ensure Easier Access to Customer Information

Both technology and workforce can affect productivity. So, even a highly motivated call centre needs the right tools to work efficiently and faster. Easier access to information can improve the handling time and efficiency of a customer service team. It also enhances the customer experience and reduces human errors. Most customer service teams’ efficiency hinges on the implementation of the right policies and the use of technology. Hence, a customer service team must implement systems that can access all the information and simplify it.

3. Review Workflows

Your agents could be highly motivated and have access to all the information but still be held back by poor organizational workflows. Responding to calls can be repetitive, but it can be made easier by building repeatable workflows. Saving follow up emails and common internal notations on an integrated system can reduce wait time. Call centres can also prevent their agents from typing the same thing repeatedly by integrating their systems with useful snippets. It will improve their consistency and make the team more productive.

4. Reduce Turnover

Retaining your top talent can reduce wait time and training costs. Reduced turnover can also help customer service teams monitor their efficiency and productivity. The easiest way to prevent agents from quitting is to provide them with a supportive environment. Encouraging workers to take periodic breaks throughout the day boosts motivation and satisfaction. After all, humans aren’t designed to remain active throughout the day.

6 Types of Business Law

Business law is a legal practice that governs business and commerce. It is a branch of civil law that deals with private and public law issues. The state and federal law make the regulation of business law. Some of the topics covered include mergers and acquisitions, forming a company, bankruptcy and insolvency business leases, licensing, property issues, and shareholders’ rights. There are different types of business law and below are six of them.

1. Consumer goods sales law

The regulation of this law is governed by civil code. It regulates financial transactions. It deals with leasing, contracts, and fraud to ensure the transactions are secure. Lawyers spend time understanding the law’s civil code and its complexity to apply to actual business practices. They also help business owners to comply with the rules so that they can be productive. The resources on the Hoffer Adler website might help you learn more and get a better understanding.

2. Employment law

The Canadian Labor Code and the Federal Employment Equity Act governs the employment law. Businesses need to comply with employment law no matter the number of employees they have. Employment law requirements include health insurance and workers’ compensation insurance. Mistreating employees can ruin your reputation. For your business to continue with its productivity, and avoid significant financial liability, ensure your business complies with the employment law.

3. Immigration law

When your full-time or temporary employees are from another country, you need to understand the foreign labor law to be on the safe side. It would be best to learn about immigration law concerning foreign worker certification and employment eligibility verification.

4. Intellectual property law

Intellectual property law secures the legal rights of two business inventions and other intangible assets such as patents. If a business does not protect its intangible assets, anyone in the marketplace can sell products you have invested in for a long time. Understanding copyright laws can help you understand how to file for protection with a unique logo.

5. Bankruptcy

There are situations in life that may lead a business to bankruptcy. These situations are beyond control, but there are several options you can consider to solve the problem. Hiring a business lawyer can help you find the best options. He will highlight the advantages and disadvantages of the options. Bankruptcy law governs business owners who cannot pay their debts.

6. Contract drafting law

Small and large business owners need to draft contracts through outgoing concern business. There is a law that guides how these contracts are written for them to be defensible. Find out about the contract terms checklist and writing a business contract by hiring an expert in the business attorney to guide you in the process.

When you encounter a business loan issue, it’s important to consider getting a business lawyer to explore legal options.