Our 3 Minute Video this Month is all about the word busy. We hate that word here at Agency Performance Partners but what can an agency do about it? If you have the busy blues we have a quick audit you can do with your team to see if they are too busy or too inefficient.
First you need to start the audit by letting everyone know that you are trying to learn about where time goes, how we can best use it and observe where we can be more efficient. No one loves having someone peer over their shoulder but it is pretty amazing what you can find. Here are some items to review.
- Use of multiple monitors-Do they have both monitors up and fully functioning?
- Headset-Is everyone on their headsets for every call? (No excuses! It’s much easier to type and talk with one!)
- First call resolution-On how many calls did the team solve the issue on the call rather than writing notes to do it later?
- Note Paper-There should be none! Notes should all be put directly into your management system
- Quoting-Are they putting information directly into their rater or into a fillable pdf?
- Mistakes-How many calls do you see where they are correcting mistakes? Mistakes take a ton of time.
- Priorities-Are they using priority levels in the management system?
- Email-How many emails are in their in box (Hint – over 50 is no good)
- Suspense-How many open and backlogged suspense are there?
- How do they start the day? Are they starting the day focused on proactive activities or do they get trapped in email?
This will be a great eye opening experience on how busy people really are!
