Things are firing on all cylinders today in the call center. Calls are constantly coming in or being made, call center agents agents are sticking to the script, and the customers are satisfied. Another fine day in the call center... or is it? A silent metric that is seldom measured is "agent wrap-up." Specifically, the amount of time it takes for an agent to complete 100% of the post call process after disconnecting from the active call but before taking/making a new call.
There are a number reasons for the lag time between ending and beginning a new call. Agents finalizing notes, confirming scheduled call backs, etc. However extended agent wrap-up times often hint at inefficiencies that are costing your call center thousands in lost payroll and other costs. You cannot afford to ignore agent wrap-up time if you intend to maximize call center profitability. Effective call center owners and manager not only establish reasonable post call agent-up target times, they also monitor and take action to optimize these targets.
Reason #1: The data is already being recorded, why not use it to your benefit?
Every event before, during and after a call is recorded and tracked by our software. When the software detects a disconnect from your customer the agent wrap-up timer begins. The agent's microphone also continues recording conversations with other agents, supervisors, etc. giving you even more granular information.
Last but certainly not least, managers also have the option of recording the screen actions on the agent's workstation. Analysis of the agent's screen actions will help UI designers, process improvement and other managers create more efficient (often more accurate) processes that will boost call center efficiency and your bottom line.
Reason #2: Setting reasonable expectations results in more profitable call center operations.
A mortgage client realized that it really took an average of 5 minutes of agent wrap-up time to accurately annotate a new mortgage application. By tracking the average wrap-up time of their best mortgage origination sales agents they were able to boost productivity by 50 incremental basis points. First they were able to alter the call pacing (the amount of time between call disposition and next call connection) settings up to 5 minutes. Next, they conducted very targeted training based on the habits that they observed among their very best mortgage originators. Last by certainly not least the changed the compensation for originators and agents upwards after piloting and testing the new processes.
The net results of tracking then creating processes to take advantage of agent wrap-up times were as follows: (a) more qualified mortgages (b) significant increase in first call loan qualifying (c) lower call volume allowing more time to service borrowers with more complex applications - resulting in an increased volume of approvals.
Reason #3: Reduce average call handling time and increase first call resolution KPIs
Remember, agent wrap-up time is calculated as the total elapsed time after caller/customer is disconnected and the agent dispositions the call. Calls that results in the customer disconnecting the call for various reasons other than a sale or resolution are also tracked. This fact creates opportunities for compliance, QA and other call center support functions all aimed at decreasing call handling times and increasing customer satisfaction.
One customer experienced a remarkable decrease in call handling time by providing a simple technical support FAQ to customer service agents after noticing significant hold times as customer services agents called (already occupied) technical support staff. Customers became frustrated and simply hung up unbeknownst to the agent. These reported agent wrap-up times in excess of five minutes and were historically dispositioned as “call disconnected.” Within one week of monitoring agent wrap-up time reports and listening to calls management was able to initiate a remarkable turn-around.