We give regular tours of our contact centre in Amsterdam, and one of the things that always surprises me is how many people are interested in our use of twin screens for everyone.
Given that we are a small contact centre, we do have the luxury of space for all of our teams, so the desks are a decent size to fit both screens on.
There is however, a calculable ROI behind the use of two screens. Everyone in the contact centre has a broad job description, they may be required to check stock for a partner, check compatibility for an end user, log a sales request in our CRM, chat with partners or end users over Skype or Lync, or answer emails. Each of these requires seperate packages, and some of these tasks need to be carried out simultaneously. When we looked at how much time our teams were spending moving between windows on a single screen, it only came to about three minutes per day. However when we added this up over the course of a year, this time began to add up. When the cost of this time was calculated and compared with the cost of a second screen, it was a simple decison. The second screen investment was paid back in under a year in time savings.
We took our customer experience into account with this also, having our customers and partners spend less time waiting on the phone, gives us more time to build relationships and offer a better service.
With research showing that the average number of software packages in use within a call centre is 4 – and sometimes more than 10! then we aren’t alone in seeing a benefit of using twin screens.
Sometimes the best solutions to increasing productivity are right in front of you!