Self-score your own callsĪllow agents to score their own calls on call monitoring. Get agents to relate to clients as if they were family members. Tie compensation to the profitability or key performance indicators (KPI) of the centre. Educate each agent on the big pictureĮducate each agent on the big picture and how they contribute to the success or failure of the contact centre. They know best about how to make the processes easier to follow. Use front-line staff to create the training packsĪllow existing staff to put together training packs. You can then reward top performers and train neutral and bottom performers via focus groups with extra support and attention. You can use Classic Quartile management and banding of associates into groupings of top, neutral and bottom performers. Improve agent performance with clear goalsĪgent performance can be improved by defining clear and concise goals and reviewing them frequently. By doing so, the customer will calm down and you may even end up making them smile. The best thing an advisor can do is apologise, stay calm and try to deal with the customer’s enquiry.
Advisors are going to get stressed and become impatient. ‘Stay calm and carry on’Ĭustomers are going to be irate if they have been waiting on the line to speak to someone for a long period of time during unexpected peaks.
We start with a complete look at all of the different ways that you can get off to a kick start and change your contact centre. It’s a new year and a great chance to make a difference to the contact centre.
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