Your call center workflows are the scaffolding upon which your organization is built.
For one thing, they make up your entire operation as they cover everything from the call flow to the processes. They are created to produce consistency, drive productivity, and cultivate efficiency in delivering quality customer service.
In addition, they are the templates on which all of your agents follow. Over time, they become the bible that guides the way tasks are expected to be performed.
However, your agents will find ways to make things easy for them by seeking the path of least resistance, which might include disregarding your call center workflows at the expense of your customers and your business.
Here are the top 4 tips to keep agents from cheating the call center workflows.
Let it be clear to everybody that you mean business by establishing clear company rules.
This can be done through publication of employment contract, corporate core values, employee handbook, and other such guidelines. Strive to make them as comprehensive as possible and cover call center workflows in complete details.
Furthermore, communicate them consistently. They are your first preventive measure as they let everyone in your company know what behaviors are acceptable in the workplace.
Cheaters are shown the door when they are found out particularly when what they have done is detrimental to the organization. There is no other way.
By letting cheaters go the minute their wrongful acts are discovered, you actually stop them from doing more damage to your business.
In addition, it also sends the message to the rest of the team the dire consequences of taking advantage of the system.
Company rules can only cover so much. There will be always new situations that will require unique solutions.
That is why when you discover that your agents are cheating call center workflows, not only do you need to let go of those who are involved but you also need to learn and adapt preventive measures so it will not happen again in the future.
For example, you can put in place security and monitoring measures to catch and prevent wrongdoings, update your company rules, and start a new training program focusing on integrity in the workplace.
Don’t stop talking about any cheating episode. Let conversations around it spread so that every member of the team is on the same page.
Make sure that you frame the narrative by highlighting that the company is going to take actions necessary to monitor, uncover, and appropriately deal with cheating agents.
Doing this will establish awareness that you are serious about compliance to call center workflows and those disobeying them will be quickly dealt with accordingly.
Of course, you can choose to make the identity of the people involved in the situation anonymous.
Any great organizations can be levelled down to the ground when their people can get away with bad behaviors.
Publish Date: October 20, 2017 5:00 AM
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.
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Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
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