How to decrease your agents’ Wrap-up Time
The key aspect of Wrap-up Time is to preserve the tasks you need to complete, while reducing the time it takes to complete them. This can potentially be challenging – but there are some ways to manage this challenge, especially by eliminating any redundancy or instance of wasted time.
One of the simplest ways to reduce Wrap-up Time is to ensure agents are using their time appropriately. Be sure that, upon completion of a call, your agents are actually recording the necessary data, and not taking a personal break, for example.
Another means of decreasing Wrap-up Time is to utilize technology to speed up the transcription process. This can consist of providing your agents with typing courses to increase their word-per-minute count; using speech-to-text AI; and using shorthand alongside text expander applications.
You can also establish opening procedures for calls with standardized forms, allowing information to be easily input at call outset.
Finally, consider integrating your CRM and call center software. Doing this will allow information to be uploaded immediately to the customer profile your agents are working on, thus saving time entering ‘basic’ data.
In short, with a combination of both practical protocol and help from technology, your support team will be able to perform their tasks faster, reducing their Wrap-up Time and allowing them to engage with more customers more efficiently.
Other KPIs similar to Wrap-up Time include:
- Average Resolution Time
- Average Reply Time
- Conversations per Teammate
