Call Centers are the beating hearts of so many companies these days. Businesses rely on them to engage customers. But a call center is only as effective as its call agents and call agents is only as effective as the person supervising their activities. The manager of a call center is responsible for keeping employees […]
Call Centers are the beating hearts of so many companies these days. Businesses rely on them to engage customers. But a call center is only as effective as its call agents and call agents is only as effective as the person supervising their activities.
The manager of a call center is responsible for keeping employees in line and making certain that they are performing their tasks as required. But what do you do when you’re saddled with a large workforce? How can you satisfactorily supervise so many call agents all on your own?
These are just a few of the tips that can make your job easier:
You have to start by setting clear performance standards that every call agent must meet on a regular basis. You must also put tools in place to measure the performance of your employees.
This will highlight all the underperformers and overachievers in your workforce. This is very important because it will enable you to identify the gifted worker that can carry more responsibilities whilst also showing you the struggling call agents that require coaching.
The right metrics will enable you to ensure that all your call agents are held accountable for their performance. This, in turn, will ensure that the quality of customer service provided meets the appropriate standards.
Rather than taking steps to scrutinise, encourage, and motivate every single call agent in your call center, you are better off creating a rewards program. Your employees need to know that excellent performance will be rewarded accordingly. This will push most of your call agents to deliver the best customer service possible.
Put the right performance metrics in place. The right performance metrics should be geared towards giving customers the best service possible rather than achieving the company’s goals. For instance, rather than pushing call agents to complete their calls as quickly as possible, create a metric that determines the number of call agents that are successfully resolving customer problems during the very first call.
This will allow you to identify the call agents that are the most knowledgeable, versatile, and creative. The right metrics will show you where agents are falling short and what can be done to improve their performance.
The advantage of performance metrics is that they enable you to investigate the capabilities of a large group of people in greater detail.
Use advanced call center programs to manage and fine-tune the activities of your workforce. The right technology will allow you to monitor and record every call made in your call center. You can study these recordings later on to gain a better understanding of the strengths and weaknesses of your team.
The right technology will also simplify coaching and call routing. Real-time reporting will provide valuable insights, enabling you to make on-site decisions regarding the operations of the call center.
You cannot supervise your entire team of call agents all the time, not on your own. For this reason, you have to delegate. Break your employees into smaller teams that will answer to a leader chosen from among their ranks. This should be an individual whose skills you have vetted using the relevant performance metrics and who you can trust to oversee the activities of his or her fellow call agents.
Your call agents can’t keep looking up to you alone for answers. Focus on larger strategies and give your subordinates the room to oversee the day-to-day work of the call agents.