Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

7 Best Practices for Call Center Management - The Connection - ContactCenterWorld.com Blog

7 Best Practices for Call Center Management

To ensure customer satisfaction, it is essential to have a well-functioning call center. But you work in an industry with one of the highest turnover rates in the world (60%!). So, no one could blame you for feeling stressed!

Do not fret, managing a call center efficiently is attainable, if we just treat our employees properly. With that in mind, try some of these employee-focused call center management best practices to make both your customers and employees happy.

1. Hire People With the Right Personality

Yes, it is tough out there, but we still need to find a way. Zero in on people who have the capability to handle the functional details of the job and the attitude to serve customers willingly, no matter what. Remember, you can teach skills but it is far more difficult to change someone’s personality.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Here's what to look for:

  • Friendly
  • Socially adept
  • Enthusiastic
  • Optimistic
  • Retains knowledge
  • Calm under pressure
  • Effective communicator
  • Resourceful

2. Train Agents From Day One (and Never Stop)

Proper onboarding gets new hires off to the best start, so they can become the best possible employee. Properly-run call centers focus on training that begins on day one and never stops, even with veteran employees.

Teach techniques for handling difficult callers (because anybody could do the job it if was easy!). Agents who have the skills to turn irritated callers into satisfied customers are guaranteed to please everyone else.

Read our article to learn more about how to deal with difficult customers.

3. Provide Real-Time Feedback

Employees like to receive feedback so ensure that your call center utilizes performance metrics to gauge the quality and effectiveness of each person’s work. Look at metrics like first-call resolution, average handle time, and average wait time. These can serve to show the effectiveness and efficiency of how calls are processed. If you are not sure how these metrics can help, or if you are not familiar with these metrics, read our article on how to leverage quality assurance programs to improve your customer service.

Use that data — and recorded calls — to give real-time constructive feedback and personally coach each team member. Along with honing their personal skills, what tools or additional development opportunities do they need to go from good to great with their customer interactions?

4. Empower Agents to Make Decisions

Give your agents the authority to make decisions that resolve customer problems on the spot. It should come as no surprise that customers are not big fans of when you transfer them to someone else! If you provide great training, you can be confident your agents will do the right thing.

5. Listen to Your Agents' Feedback

Savvy call center managers know their agents are the ultimate source of customer insight. After all, they are on the front lines every day. Want to improve the experience your customers receive on the phone? Just ask your agents what problems or deficiencies need to be fixed. And ask how they would resolve those problems.

6. Encourage Agents to Take a Break

Is your call center busy? Great! But one of the best call center management tips we can give you is to help your agents reduce stress. Remind agents to take breaks throughout their shift. Downtime calms, refreshes, and fortifies individuals for the next round of high-test customer interactions. That is a good thing because the last thing frazzled customers want is to encounter a frazzled agent.

7. Express Gratitude to Your Employees

Working in a call center is a tough job. But it should not be a thankless one! One of the easiest ways to reduce turnover is to show employees that you appreciate them and their good work. Bring in pizza, host a happy hour (no, not when agents are still on the phone!), bring them together to brainstorm new ideas to help customers or make their jobs easier or more fun. Easiest of all — just say “thanks”!

Effective call center management requires great people who actually care about customer care. So, hire the best and never stop training, listening, or thanking your team for doing a great job. When employees are well-tooled and happy, customers will be happy with the results. Are you a superb manager, or what?

Source: https://blog.theconnectioncc.com/7-best-practices-for-call-center-management

Publish Date: August 28, 2018 5:00 AM


2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020 5:00 AM
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020 5:00 AM
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020 5:00 AM
Customer Service Trends to Look Out for in 2020January 16, 2020 5:00 AM
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019 5:00 AM
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019 5:00 AM
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019 5:00 AM
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019 5:00 AM
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019 5:00 AM
Call Center Training Tips for Managing New HiresMarch 7, 2019 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =