For more enterprises, time is money and ever wasted second equals wasted revenue. Inefficient desktop behaviors in contact centers typically impact 5-10% of agent’s overall productivity. While 5-10% may not sound very high, it’s actually about 30 minutes of wasted time for every typical 8 hour day. While that may not seem like much on an individual scale, when you multiple that by hundreds of agents, a large contact center is losing millions in wasted minutes. Seeing how agents actually use and maneuver through their desktop can give call center managers a much better idea of where the opportunity for improvement really lies.
Desktop analytics and agent activity tracking software track every click and keystroke made by a contact center agent before, during and in-between calls. This enables managers to follow the agent’s individual typing speed, use of quick keys and note pads, and navigation paths through multiple screens. While it may seem like “nit-picking,” it is often these typing and application navigation skills that separate the top performing agents from the rest of the staff. Since desktop analytics tracks performance issues at an agent level (as well as overall for the entire contact center), better training and coaching programs can be introduced to target the specific needs of each agent.
An Enkata analysis of a leading health insurer’s contact center (over 6,000 agents) found that 70% of their agents did not use quick keys to navigate a new application. This meant that there was as much as a 45 second difference in AHT for some calls between the highest and lowest performing agents. With adesktop analytics solution in place, this simple poor desktop behavior was identified and the company was able to save over $3 million after a short quick key training for agents that were “slower” than others. The overall average AHT time also dramatically dropped because agents knew how to use their system more effectively.
Believe it or not, sometimes it’s the contact center system itself that is throwing a wrench into the works. An agent cannot make an application load faster, nor can they quickly navigate from one application to another if they two aren’t properly connected. Application performance issues can extend AHT and lower customer satisfaction, even if the agent is doing their job perfectly. With desktop analytics, contact centers can easily identify redundant applications that are clogging the system and slowing load time, applications that don’t easily integrate into the existing system and so forth.
With a desktop analytics solution in place, contact centers can uncover inefficient agent and applications behaviors that have previously been near impossible to pinpoint. This rich data gives you the visibility you need to accurately identify and fix bad habits.