15 Effective Strategies for Call Center Optimization

 Last Updated: Oct 24, 2022  |    MIN READ

Call center strategies

Customers nowadays not only want a pleasant phone experience but a quick and easy resolution that will not take up much of their time. To improve any call center’s performance, the firm must focus on improving its customers’ experience. This is where call center optimization is highly essential to your success. 

Customer-centric and focused companies are more profitable than most companies by up to 60% and this is because of call center workforce optimization that enables companies and call center providers to empower the front lines by allowing them the means to resolve inquiries promptly and removing the need to escalate decisions.

In this article, we cite these call center process improvement strategies that can be considered to optimize your call center workforce.

Identify the right metrics for call center optimization

Call Center Metrics

  1. Average Speed

    Resolution Rate of the less time that you place customers on hold or keep them waiting increases your average speed and improves contact center optimization by allowing your center to take in more inbound calls.

  2. Agent’s First Call

    This call center workforce optimization strategy allows you to have a better understanding of how your agents can resolve your customers’ inquiries as early as the first call.

  3. The number of calls before the issue gets resolved

    This metric allows you to measure how many calls a customer makes to get their issues resolved. The results of this can be improved by optimizing your call center workforce.

  4. Following through schedules

    This metric shows how your agents are thoroughly following through with the ‌schedules. This showcases how productive your contact center workforce is.

  5. Listening sessions or auxiliary time

    While your call center workforce needs to gain more knowledge through workshops or seminars, it is essential for call center optimization to have the perfect balance of their training times with the actual work that needs to be done.

  6. Call center waiting time

    This metric showcases how long a customer needs to wait when they are put on hold whenever your agents are trying to resolve their issues. This metric can also be synonymous with how satisfied your customers are with your services.

  7. Service Feedback & Satisfaction ratings

    Becoming aware of the way your customer feels about your service after each call allows you to improve the contact center workforce and provide the best quality of service as much as possible.

Call Center improvement strategies you should invest in to motivate your team

Call Center Strategies

  1. Training to enforce contact center optimization

    Equip your team with the right knowledge through various means like group training or even one-on-one training are examples of improvement ideas.

  2. Real-time guidance

    This kind of training allows your call center workforce to have the kind of training that they can automatically apply to the actual work that they are doing.

  3. Monitoring performance through scorecards

    Scorecards allow you to find a more accurate measurement of your contact center’s progress. You can evaluate how well your agents are doing based on a set of values that are important to you.

  4. Increase productivity through incentives

    Create an improved sense of responsibility by providing rewards and incentives that can encourage your agents to provide and contribute more to the welfare of your customers.

  5. Promote teamwork through team-building activities

    A happy and stress-free work environment can help agents to improve their output, so regularly scheduling activities that can promote teamwork will always lead to enhanced call center workflow.

Updating your call center strategies with the latest technologies

Call Center Technology

  1. Set and track KPIs through innovative software

    You can easily track how optimized your call center workforce is through software that can help you analyze how your agents are applying improvement strategies to reach your targets.

  2. Speeding up the process through chatbots and AI

    Improve the number and quality of calls that your workforce takes daily with chatbots and AI software that can help speed up the process and give the right information to your customers faster.

  3. Offshoring your customer care unit

    To achieve call center optimization, offshoring can provide the flexibility that you need to get the best of these solutions and call center improvement strategies without breaking the budget.

Optimize your contact center workforce through strategies that highlight your customers’ needs

Call Center Customer needs

The customer service industry has gained exponential growth in the past few years, especially now that it relies on advanced technologies to enhance its performance.

Call center optimization involves focusing on improving the quality of your service, which sometimes needs rebuilding the infrastructure of your workforce.

Incredible call center services should always be a customer center’s goal and ensuring that you are equipped with agents who are polite and good at dealing with customers is essential to ensure that you are bringing satisfaction to your customers.

Subscribe to our Newsletter

Get all our latest news, updates and exclusive offers delivered straight to your inbox.

Data Privacy Policy

Offshore Business Processing values, and respects the Privacy Rights of our Clients, Client's Customer, Business Partners, Contractors, Personnel, and other identifiable individuals or collectively "Individuals".

We are committed to protecting the privacy and confidentiality of Personal Data through adherence to our Data Privacy Principles and the implementation of reasonable and appropriate security measures to ensure fair, appropriate, and lawful processing.

Background and Scope

Offshore Business Processing as a global service provider goes beyond the borders of the residing countries. The global market requires not only the availability of communication, technology, and information systems but also the integrity and confidentiality of processing information including the Personal Data of Individuals that can be reasonably be determined from the information available.

This Data Privacy Policy sets the principles which emphasize the Offshore Business Processing's standard practices for the processing of Personal Data of Individuals. This Policy applies to all personnel and accredited 3rd party service providers who must act consistently with the principles contained in the policy. Domestic and industry-specific privacy statutory laws and regulations shall take precedence over this policy, to the extent applicable within the confines of conflicts of law principles.

Privacy Notice

This privacy notice describes the privacy practices for www.offshorebusinessprocessing.com. This applies to the Personal Information collected by this website. It will notify the user of the following:

  • What personally identifiable information is collected from the user through the website, how it is used, and with whom it may be shared.
  • What choices are available to you regarding the use of your data.
  • The security measures in place to protect against the misuse of information.

How the user can correct any inaccuracies in the information.

Policy Changes on Websites

Any changes to our Data Privacy Policy and Privacy Notice will be made available on our website. If there are changes to how we treat our users' Personal Information, we will notify them via email or put a notification on our website.

The Personal Information/Data we hold about the users must be accurate and up to date. It is the responsibility of the users to ensure that Offshore Business Processing has up-to-date and accurate Personal Information and an active email address for your website update subscription.

What is Personal Information

Personal Information is any information whether recorded in a material form or not, from which the identity of an individual is apparent or can be reasonably and directly ascertained by the entity holding the information or when put together with other information would directly and certainly identify an individual.

Personal Information we collect on our website is First and Last Name, Email Address, Phone Number, and Company through our "contact us" page.

How and Why Do we Collect It?

Aside from our website, we obtain Personal Information in many ways including interviews, correspondence, by telephone and facsimile, by email, from your website, from media or publications, from social media, from other publicly available sources, from our website cookies, and third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients, and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing or marketing lists at any time by contacting us in writing.

When you visit our website, www.offshorebusinessprocessing.com, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Click here to know more about our Cookies Policy. Additionally, as you browse the Site, we collect information about our web pages that you view, what websites or search terms referred you to the Site and information about how you interact with the Site. We refer to this automatically-collected information as "Device Information".

This website may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.


Your Personal Information may be disclosed in some circumstances including the following:

  • Third parties where you consent to the use or disclosure; and
  • Where required or authorized by law.

Retention and Security Measures

Only authorized personnel has access to Personal Data and will be retained and disposed of in accordance with Offshore Business Processing's retention and disposal policies, guidelines, and applicable laws and regulations.

Offshore Business Processing implements appropriate and reasonable Technical, Organizations, and Physical Security Measures throughout the Data Life Cycle of the Personal Data that is collected. This involves preventing or at least reducing the probability of unauthorized/inappropriate access to data, or the unlawful use, disclosure, modification, and deletion to protect its confidentiality, integrity, and availability.

Quality of Personal Data and Access

It is important that Offshore Business Processing holds accurate, complete, and up-to-date Personal Data of identified Individuals. It is the responsibility of the Individuals to ensure that collected Personal Data is accurate, complete, and up-to-date. If the Individuals find that the Personal Data is outdated and inaccurate, they should advise Offshore Business Processing as soon as practicable so an update on records can be done and continued quality services will be provided.

Individuals may access, update and or correct the Personal Data by sending a letter of request subject to the approval of the management. Offshore Business Processing will not charge any fee for your access request but may charge an administrative fee for providing a copy of your Personal Data. To protect your Personal Data, we may require identification from you before releasing the requested information.

Contacting DPO

For questions and/or concerns regarding this Data Privacy Policy, use of your Personal Data, or your rights in relation to the Data Privacy Act of 2012, you may contact the Data Privacy Office in the following contact details:

Data Protection Officer
Email: dpo@offshorebusinessprocessing.com
Contact number: (+632) 7502-6411

Copyright © 2024 Offshore Business Processing Pty Ltd
All Rights Reserved