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Why You Need to Get Rid of Spreadsheets in Your Call Center

Why You Need to Get Rid of Spreadsheets in Your Call Center

[fa icon="calendar"] Mar 11, 2016 1:20:00 PM / by Jade Longelin

Jade Longelin

Like any long-term relationship no matter the reason, saying goodbye can be hard to do, especially as it’s so familiar and you're unsure of what’s out there. As time goes by and your call center continues to evolve, you’ll eventually need to let go of traditional spreadsheets in order to move forward. 

Parting ways with spreadsheets in your call center can be scary, but it could turn out to be one of the best decisions you’ve ever made. 

Although spreadsheets have always been a helpful and leading tool of choice to collect data and analyze results, they have somewhat become a ghost of the past as better tools have come along. 

Perhaps you were tracking and running employee performance and run just about all your call center operations through spreadsheets. 

As good as they might seem, it’s time to admit that spreadsheets are time-consuming and messy as well as not visually friendly. However, in today's day and age, there are new and improved tools that have been created to help you streamline your workforce optimization process.

But perhaps knowing that there are better options out there simply isn't convincing enough to help you leap forward and part ways with spreadsheets in your call center. 

Today, we will discuss why spreadsheets are doing your call center more harm than good and why it's time to finally part ways.

 

Why You Need to Get Rid of Spreadsheets in Your Call Center

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1. To reduce the amount of time spent on administrative tasks

Team Leaders shouldn’t have to break their heads trying to solve hieroglyphic-looking spreadsheets to find out how their agents are performing.

Let Team Leaders focus on what they do best; coach their team members and improve their performance.

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How? Ever thought of using a user-friendly dashboard to gather and analyze data for you all in a single space? User-friendly features analyze your call center’s performance metrics, enabling employees to take the appropriate action from the same platform, reducing unnecessary email exchanges, excel copy-pasting, printing and analyzing of raw data.

To find out more, check out our demo!

 

2. To improve your feedback process.

Feedback is an essential process to boost employee performance. By ditching spreadsheets and opting-in for 21st-century technology, Quality Managers could provide real-time virtual feedback at the click of a button on a more regular basis.

Without having to analyze raw data, employees could take action and rectify or recognize a behavior right away. Agents and Team Leaders could easily be held accountable and receive immediate input to improve their performance.

A quality software tool can enable Team Leaders and Quality Managers to evaluate agents based on their performance. This common quality assurance performance metric is ideal for measuring an agent’s greeting, professionalism, politeness, etc. when handling a customer call.

And all this from a single dashboard. Isn’t life beautiful?

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3. To centralize your data.

There’s no need to have a bazillion spreadsheet tabs open to reconcile information and try to make sense of it. Nowadays, there are programs to make life easier and do all the hard work for you.

Software can eliminate the need for spreadsheets by making agent KPIs, performance metrics, coaching tools and communication channels available for all departments under a single dashboard. There’s no need to make things more complicated than they really are!

 

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Although we know you had a good run with spreadsheets, perhaps it's time to finally part ways. Better tools are here to make the life of your call center employees easier. This will not only save time, but make life easier and allow everyone to better do their jobs. 

Topics: Workforce Optimization, call centers, end of spreadsheets

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