How many times have you heard your dialer agents complain about being on the dialer because they can’t get inbound calls?
In years past most call centers operated under the paradigm that said outbound and inbound agents are different departments. Sometimes you had customer service and billing agents taking calls on one side of the call center, and the telemarketers and collectors on the other side of the call center; the two never crossing over.
I’ve seen the level of animosity between inbound and outbound departments rise to the level not even seen between some college football rivals.
Have you noticed your agents getting that drowsy look around the office? I’ve seen some people get the “deer in the headlights”, wide-eyed look throughout the day. Why might this be the case?
Many customers call into IAT Support about the hold music causing agents to be easily bored and then driving their managers insane. I know I’m guilty of being distracted when the music is too soft or relaxing. Some studies have shown that playing music increases worker productivity by 5 or even 15 percent. Higher percentages were shown when workers liked or chose what they listened to.
I love taking days off. Random, non-holiday days with no obligations attached are my favorite. Where would you go? Maybe a movie? A day trip? Maybe just sleep in? Oh the possibilities for this sporadic day off!
Are you mentally halfway out the door already?
How are you using the time of your most expensive asset – your agents? It’s important to find ways to maximize this resource. Because broken promises tend to be an issue every collection agency must deal with, it is worth investigating how they are dealt with in relation to your agent’s time.
Keep agents focused on newer rather than easier.
An agent doing payment reminder calls means less time working accounts requiring their attention. Not carefully monitored, certain agents can prioritize payment reminders too much. Focusing on what is perceived as “easier money” to collect means lost opportunities elsewhere.