In call centers, inefficiencies in agent workflows aren’t a secret. They’re often well-known. 

Supervisors and ops leaders see them every day: manual note-taking, constant system toggling, outdated scripts. 

But fixing them can feel overwhelming. 

Where do you start? 

What needs to change? 

How do you avoid disrupting daily operations?

That sense of inertia is common. 

Like a junk drawer you keep meaning to clean, until it starts spilling out every time you open it. 

But in reality, many of these issues are easier to fix than they seem, especially with the right tools in place.

In this post, we’ll unpack the most common inefficiencies in agent workflows, why they persist, and how modern call centers are removing the friction without overhauling everything at once.

Manual Work = Missed Opportunities

Call center agents juggle multiple tools, systems, and expectations. Too often, they’re asked to document calls in CRMs, write summaries, and record key compliance language, all while trying to stay present with the caller.

This split attention doesn’t just slow agents down. It also introduces human error, contributes to inconsistent records, and makes post-call auditing harder.

Look for ways to reduce or eliminate manual documentation. 

• Can notes be automated or captured through transcription? 
• Could summary templates cut down on the time spent after each call? 

Start by identifying where agents are double-documenting or repeating information across systems.

Static Scripts That Don’t Adapt

Most contact centers rely on scripts or call flows to stay compliant and consistent. 

But when these scripts are static, meaning they don’t change based on the customer’s tone, intent, or need, agents are left guessing or improvising.

This not only impacts customer experience but also increases the risk of compliance issues or missed opportunities.

To improve, consider developing more flexible scripts or branching logic that supports real-time decision-making. 

You might also involve agents in script feedback to surface where current flows are breaking down or causing confusion.

The QA Bottleneck

Quality assurance is essential, but most teams still rely on slow, manual reviews. Supervisors can only review a small percentage of calls, which means many issues go unnoticed until it’s too late.

And when feedback arrives days later, it often feels disconnected from the moment it was meant to improve.

Explore ways to expand visibility into more calls without increasing workload. 

This could include keyword flagging, checklists, or peer evaluations. 

Prioritize a faster feedback loop over sheer volume.

Coaching That Comes Too Late

Traditional coaching is often reactive. 

Side note: This is one of the founding reasons behind why Abstrakt started.

By the time a supervisor addresses a performance issue, the mistake has already been repeated on dozens of calls.

This is where real-time makes all the difference. Real-time notifications to supervisors or 100% of calls being scored, so agents can see where they are missing right away.

Consistency and frequency matter.

Tool Overload

Agents often toggle between 5 to 10 different systems just to complete a single call. Between CRMs, helpdesk platforms, scripts, internal wikis, and QA tools, the workflow becomes more about navigation than conversation.

It’s like trying to make dinner while running between five different kitchens. 

Not exactly efficient or enjoyable.

Start by mapping out a typical agent call from start to finish and identifying where tool-switching adds friction. 

Can some tools be combined? 

Are agents searching for information that should be surfaced proactively? 

Less is more.

Check out what Scott Hamilton has to say about the fatal flaw in tech solutions.

Workflow Blind Spots

Sometimes inefficiencies in agent workflows stem from a lack of visibility. 

Supervisors often rely on lagging metrics like handle time or CSAT because they don’t have insight into what’s happening during the call itself.

Shift focus to understanding behaviors in the moment.

This could involve live call listening, reviewing conversation summaries, or identifying repeat call patterns.

The more immediate the feedback loop, the easier it is to improve workflows at the source.

What Efficient Agent Workflows Look Like

An efficient agent workflow is built from the moment the call starts. 

Here’s what it might include:

• Prompts or guidance that adjust based on the caller’s intent
• Minimal need for manual documentation
• Instant feedback on high-risk or noncompliant language
• Fewer tools, better integration
• Real-time visibility for supervisors and agents alike

If you’re not sure where to start, talk to your agents. 

They know where the friction lives.

Final Thoughts: Little Inefficiencies Add Up

Inefficiencies in agent workflows are like friction in a machine. 

One or two may seem minor, but over hundreds of calls per day, they create drag across your entire operation. 

The result? 

Burned-out agents, longer training times, and missed opportunities.

It’s death by a thousand sticky notes.

Instead of trying to fix everything at once, look for small changes that free up time, reduce repetition, and help agents do what they do best: solve problems.

Even one workflow improvement, if it saves 30 seconds per call, can ripple across your entire team. 

The impact adds up faster than you think.