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When recruiting new staff for your contact center, a useful tip to help in the selection process is to organise a tour of your contact center for potential applicants (candidates). Another tip is to have the candidates sit by existing agents for a 5-10 minute chat and, if possible have them listen to calls. If they have no experience of contact centers then this gives them a chance to see what it is like and maybe they would ‘de-select’ themselves out of the process.
Also make sure you ask your agents who are involved in the process to give you feedback on candidates – it’s often at this ‘tour’ stage that the candidates let their guard down and your own staff will tell you a story or two about the candidates that may curl your toes!
…Better to know beforehand than after they’re in your center!
It can sometimes be easy to get carried away with an enthusiastic candidate who seems to have everything you want – their résumé shouts about their ex... December 11, 2019
Your contact center may handle more contacts than any other part of the business. In doing so your team are likely to hear more comments about your co... December 10, 2019
When you are developing your team to achieve high standards of performance, find out what makes your best performers the ‘best’ by interviewing them a... December 9, 2019
Many of us pride ourselves in the things we do right. However we need to focus our attention to those, often little things, we don’t do as well as we ... December 8, 2019
Regardless of how good Customer Service Representatives (CSRs) are at doing their job, they are likely to get complacent or go stale with the monotony... December 7, 2019
Consider taking your team leaders off the phones and dedicate their time to support their team through coaching, monitoring, training, motivating etc.... December 6, 2019
In the Call Center environment there are no end of performance measures set. But, it’s just as important for you as a manager to issue a few performan... December 5, 2019
“If you think education is expensive – try ignorance!” (Derek Bok) How often do you train? A regular training program is so important for contact cent... December 4, 2019
When was the last time you experienced exceptional service and got something extra you did not expect? Give your customers a little ‘unexpected’ extra... December 3, 2019
Ensure that your team understand the importance of logging details of every customer contact. The various channels of communication – telephone, fax,... December 2, 2019
The last in this series emphasises the importance of human interaction in bonding the Brand with callers. Do not underestimate the influence your Cont... December 1, 2019
Yesterday we looked at readiness for DR campaigns. Today we look at the Call to Action, and how your Contact Center may be affected. Having fully brie... November 30, 2019
Ever wonder what campaign is going to hit you today? Believe it or not, there are still far too many cases where contact centers are ill prepared, and... November 29, 2019
In this fast moving, dynamic industry, it is sometimes difficult to keep abreast of what is happening and what new products and services are out there... November 28, 2019
Ensure your agents are aware of what instructions are being given to callers before the caller gets though to the agent and that your systems support ... November 27, 2019
If you are using a speech recognition system, take note of experiences where typically users say all kinds of permutations of the item they are after.... November 26, 2019
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