Top 4 tips to improve call center occupancy effectively

We made you familiar with the concept of occupancy in our previous post. Now, let’s have a look at the most effective tips for improving call center occupancy:

1. Agent utilization during the quiet periods:     

There might be days when the traffic at a call center is not much. These days are referred to as the quiet periods. Productivity and occupancy levels can be increased by asking agents to take on different tasks during these quiet periods. As an example, call centers that normally handle only incoming calls ask agents to make outbound calls during quiet periods or ontact customers to ask if they were satisfied with the service they received. These periods are even utilized to call customers who have recently purchased a product to offer them information on other products of interest. This ultimately improves the call center ocupancy.

2. Self service facilities:

You can consider offering customer self-service facilities through website, e-mail or voice mail. These facilities help reduce staffing levels and call volumes  Providing customers with self-service options for services such as requesting service calls, placing and tracking order etc. ultimately reduces the call volumes and helps in optimizing the call center occupancy.

3. Call monitoring:

Call monitoring is yet another powerful strategy for improving call center occupancy. You can consider monitoring the call volumes at different times of the day and on different days in order to identify busy periods and quiet periods. Thereafter, you can schedule staff levels to reduce the time customers have to wait in a queue during busy periods.

4. Call center outsourcing:

You can provide additional resources for peak periods by outsourcing a part of your call center operations. Moreover, you can consider switching resources between the main call center and the outsourced call center instead of asking permanent staff to attend more calls during peak hours. Apart from improving the occupancy rate of each staff, it also ensures that their efficiency is not getting affected during peak hours.

Outbound marketing strategies to grow your business: II

1.Web syndication:

Web syndication is one of the many, highly effective outbound marketing strategies. It involves a website providing content to an arbitrary number of subscribing websites in order to redistribute it.  In case of subscribing sites, syndication is an effective way of adding greater depth and immediacy of information to their pages, making them more enticing and knowledgeable to users. On the other hand, for the providing site, syndication widens exposure, thus,  generating new traffic for the providing site. It further makes syndication an easy and reasonable form of advertisement. Web syndication is a highly efficacious outbound marketing tactic for promoting your product. as the prospective buyers won’t necessarily arrive at your website at the beginning of their buying journey.

Web syndication
Web syndication

2. Display advertising:

Display advertising refers to advertising on websites. This outbound marketing strategy involves many different formats and contains items such as text, images, flash, video, and audio. It can be leveraged to deliver general advertisements and brand messages to site visitors. When you want to target different demographic or behavioral actions, display advertising can prove to be extremely helpful. All you have to do is, select where you want the ads to be seen by identifying and selecting an online publication where your leads spend time. They are also effective at every stage of the funnel.

Example of display advertisement
Example of display advertisement

3. Re- targeting ads:

Retargeting is a term used for a cookie-based technology that uses a simple  Javascript code to anonymously follow your audience all over the web. Since it focuses your advertising spend on people who are already familiar with your brand and have recently demonstrated interest, so it exempts any sort of extra expense of advertising. Whenever a new visitor comes to your site, the code drops an anonymous browser cookie and when the same visitor browses the web, the cookie will let your retargeting provider know when to serve ads. Also, it ensures that your ads are served only to people who have previously visited your site.

Re- targeting ads
Re- targeting ads