Many people don’t realize the importance of proper time management in call centers. Just like any finite resource, time needs to be tracked and controlled at an organizational level to achieve the stringent productivity and quality metrics critical for a successful call center.

• There are three key ways call centers can improve their time management :

1.  Establish a ‘Time Budget’ for Senior Leadership: Managers and executives require structured time allocation aligned with the center’s strategic goals. This ensures senior staff don’t waste time on projects misaligned with the overall strategy. It also helps prevent burnout and creates a more positive work environment.
2. Evaluate ‘Time Feasibility’ of Changes: Before implementing new technologies or processes, call centers must assess not just the technical and financial viability, but also the time feasibility. If the team coordinating the change is already overloaded, the project will likely miss deadlines.
3. Implement a ‘Time Tracking Tool’ for All Employees: Require everyone from agents to managers to log their time using a dedicated tool. This provides insights into time sinks like meetings, training, and paperwork. The data can then be used to optimize daily activities and improve efficiency in customer service delivery.

Just like managing any other critical resource, proactively managing time at the organizational level is key to call center success. These three steps may seem daunting, but the time invested will pay dividends in the long run.