Mining for Gold in the Call Center

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Core / Root Causes of Under-performing Call Centers

In today’s fast-paced business world, it’s no longer enough to simply meet—or even exceed—your customers’ expectations. Your organization is facing tough competition and you need to learn ways to delight your customers with the products and services you offer.

What might be surprising to you is that you can look to your call center to find some of the easiest ways of adding value; this is a prime opportunity to reduce your waste and variation in performance.

Call center improvement, Call center consultant, Operational Excellence, Contact Center Innovation, Contact Center Performance

Methods Exposed to Uncover Opportunities Within a Contact Center and Organization-Wide that Quickly Convert to GOLD

The sources of waste and variation in call centers typically comes from one or more of the following classic problems in this area:

Rework and Correction

There are no “mulligans” in the real world, and when your employees consistently need to re-do or correct their work, you’ll be losing time and money on quality monitoring and escalations.

Minimal Human Involvement

Look out on the call center floor; do you see actively engaged employees, or mainly those who are working robotically, with their heads down? Getting your staff involved and engaged is key to achieving operational excellence in the call center.

Work Flow

If your call center staff is spending time waiting for work to arrive, waiting on call-backs or management input, waiting on escalation queues or maintaining a large email backlog, you’re basically throwing money away. Look for ways you can smooth out the work flow and keep everything—and everyone—running on time.

Knowledge Disconnect

Do you know what your customers and clients really want? How do you know for sure? Monitoring the customer complaints and common in-bound call reasons can point you directly toward potential improvements.


Diligence is one thing, but over-processing work leads to needless time and effort spent with no value return. Are your employees focusing on creating a “perfect product” that no one wants? Are they spending large amounts of time in duplicating documentation or record-keeping?


What does your inventory look like, if you have one? How about your labor scheduling? Stocking too much inventory and being over-staffed will cut into your profits and efficiency drastically, and is one of the biggest causes of waste in call centers.

By addressing these common causes of waste and variation, your call center can begin to move smoothly and efficiently. However, don’t think that you can simply “fix it once and forget it”; monitoring your call center should be an on-going exercise for your organization, in order to note and correct any emerging problems before they spread.

If you have an interest in learning more on the methods to uncover opportunities within a Contact Center and Organization-Wide that quickly convert to GOLD, join me for my webinar Mining Your Contact Center for GOLD.

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Kim Crabtree, President of MetaOps WBENC Certified