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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

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Improve contact centers productivity

A contact center is often considered an essential tool for cold calling, appointment scheduling, sales or customer service. Yet its effectiveness can be limited by productivity issues, which can negatively impact its results. In this article, we offer tips & guidelines for improving the productivity of your contact center and optimizing the work of your agents

KPIs for measuring contact centers productivity


To measure the effectiveness of your contact center, it is important to track its main productivity indicators. These KPIs (Key Performance Indicators) allow you to measure quality of the service, customer satisfaction or overall productivity of your agents.

Here are some of the most important indicators to consider:

First Contact Résolution (FCR) : This indicator focuses on the percentage of calls that are resolved during the first contact with the customer. The higher the FCR rate, the more efficient and productive your contact center will be considered.

Customer Satisfaction (CSAT) : Dedicated to measure customer satisfaction with your service, this indicator is generally calculated based on satisfaction surveys or customer feedback. A high satisfaction score is key to retaining customers and increasing sales.

Average Handling Time (AHT) : Used to measure the average time required to process a call. The shorter the handle time, the more efficient and productive your call center is.

Missed Call Rate: This KPI measures the percentage of calls that are not answered by your agents. Missed calls can negatively impact customer satisfaction and contact center productivity.

How agent’s productivity impacts contact centers 

The performance of your agents can have a significant impact on several aspects of your business. Indeed, a productive workforce can lead to happier customers, improved call results, and faster problem resolution.

Productive agents are able to provide a superior level of customer support, which helps build customer loyalty.

Additionally, agent productivity is closely tied to the revenue generated by your contact center. The higher the income, the more you will be able to reward them with incentives that encourage them to be even more productive.

For customers, productivity means swift and efficient support, allowing them to solve their problems quickly and easily.

#1 Offer rewards and incentives

Rewards and incentives can motivate agents to fine tune their work and achieve their goals. Recognition programs, performance bonuses or gifts for best results can help maintain motivation and improve teleoperator productivity.

#2 Avoid exhaustion at all cost !

To avoid any burnout of your agents and maximize their productivity, it is essential to give them time to recharge their batteries. A lunch break at noon, supplemented by a few short breaks throughout the day, will help maintain their levels of concentration and motivation, thus promoting better performance.

Improving your team's experience starts by observing them

To break up the daily monotony, it can be a good idea to rotate agents across different tasks and contact channels.

Routine kills efficiency, while diversity of tasks and channels will drive agent engagement. 

Finally, it is important to keep your agents happy, as this will reduce the turnover rate of your workforce.

This can be achieved through training, bonuses or recognition for their work, which will help them feel valued and motivated.

Tips to improve your contact center’s productivity

Now that you master the call center’s productivity metric, here are some tips to improve yours and maximize results.

#1 Train your agents 

Training is crucial to improving the productivity of your contact center. Agents should be trained in your company's products and services, sales techniques, and be given the opportunity to improve their communication skills. Continuous training also helps to maintain the motivation and commitment of agents, which can improve their productivity and efficiency.

For a tailor-made continuous training experience, nothing beats a real-time coaching software.

Aloen campaign management tool comes with continuous training features.

#2 Define and communicate clear objective 

Contact center’s agents need to be given clear goals so they know what is expected of them and can focus on the most important tasks. Goals should be aligned with corporate ambitions and your targets for contact center productivity metrics. Goals such as number of calls made per day or conversion rate can help improve productivity and increase business results.

#3 Closely track your agents’ performance

Tracking individual agents' performance is crucial to identify strengths and weaknesses and provide constructive feedback. Their performance can be tracked using productivity metrics, recorded calls, and customer feedback. By tracking individual performance, you can identify opportunities for improvement and provide specific training to help agents improve their skills.

Aloen can get you detailed reports on each agent, that’s one of our perks.

To wrap up...

Improving call center productivity is one of the best way to maximize your business results. By tracking productivity metrics, providing ongoing training, and using CRM tools, you can improve your call center's efficiency and provide outstanding quality of service.

By setting clear goals, tracking individual performance, and offering rewards and incentives, you can motivate agents and improve their productivity. With these tips, you can create a productive work environment for your call center and maximize your business results.