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In a contact center, wasted time is any time that is not spent handling customer inquiries, resolving issues, or performing other value-added tasks. Measuring and reducing wasted time is critical for improving overall efficiency and customer satisfaction. Here are a few ways to measure and reduce wasted time in a contact center:

  • Conduct a time and motion study: A time and motion study involves tracking how employees spend their time throughout the day. This can help identify where employees are spending too much time on non-value-added activities and provide insights on how to improve processes.
  • Implement contact center software: Contact center software can provide real-time performance metrics that help managers identify where bottlenecks are occurring and optimize processes. For example, analyzing average handle time, call volume, and call abandonment rate can help identify areas where employees are wasting time.
  • Provide training and coaching: Providing employees with regular training and coaching can help them become more efficient at their jobs. This can include training on how to use call center software, how to handle difficult customers, and how to identify and solve common issues.
  • Use automation: Automating certain tasks, such as call routing or data entry, can help reduce the time employees spend on non-value-added activities. This can help increase overall efficiency and free up employees to focus on more important tasks.

By measuring and reducing wasted time in a call center, managers can improve employee productivity and customer satisfaction. It is essential to regularly review and optimize processes to ensure that employees are spending their time effectively and efficiently.

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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