GoResponse Telephone Answering Service Staff

Becoming paperless is important in digital age

There are many benefits to becoming paperless, with call centres able to take advantage of far more than the environmentally friendly ramifications. For example, cutting out the paper can reduce resource costs. In addition, telephone answering services can reduce error rates because information can be transferred digitally rather than by repeated human data entry. Luckily, becoming paperless is not as difficult as it might first appear.

The biggest step to becoming paperless is to remove post-its and notepads from call centres. This can cause issue, particularly with agents, but there are many software programs that provide notepad features, such as Microsoft Outlook. Notes can be typed directly into the system instead of being written out after a call. Although this often only takes agents a few seconds, this time quickly adds up.

Another way to reduce internal paperwork is to ditch the training session hand-outs and circulate notes by email instead. In many ways, this works better in the long run because digital training notes can be accessible at all times, replacing the need for workers to hunt through their desk drawers looking for old notes. At the same time, ensure that printers are locked down. This prevents agents immediately printing out training notes and pinning them up.

Finally, executives have to accept they will require some paper in the form of mail. For incoming letters, documents should be processed quickly; they should be opened, scanned and immediately shredded. Likewise, outgoing mail should be printed, stamped and mailed.

Becoming paperless needs a lot of change management, and it’s hard to eliminate paper altogether. However, by taking the right steps, call centres can quickly reduce their waste.

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