Call Center Management Featured Article
Why Proper Call Center Management Can Improve Outcomes
In the customer service sector, there are a number of different elements that get attention as a way to improve performance. The challenge is always aligning what call center management thinks needs to improve with what customers believe is lacking. When varying elements exist, how do you actually improve performance while also enhancing the customer experience? Note that the two are never mutually exclusive.
Call center management solutions provider, Monet Software, recently highlighted four ways to improve contact center performance in a blog post. One of the best was its number one – to set specific goals. There are a number of companies that put a focus on improving performance, but without clear and measureable goals, that is nothing more than a buzz phrase. The steps put in place to drive the desired outcomes should have a clear goal and should be measured.
The second point – targeted training – is essential. All agents should go through standard training as part of the onboarding process. Over time, there also needs to be targeted training that’s centered on service goals. If schedule adherence and specific elements within the stated KPIs (key performance indicators) are listed as top priorities, they need to be part of training, monitoring and measurement.
Another key point is to review goals on a quarterly basis. Too many organizations fall into the trap of putting together goals at the beginning of the year and only revisiting the list at the end of the next year when it’s too late to make adjustments to ensure the goals are met. If call center management wants to move toward progress, it’s critical that you review goals often and make adjustments were necessary.
Finally, to truly drive performance, Monet Software suggests that you avoid agent burnout. It’s very easy to push too hard on the employee base when goals are set too far beyond reach. Instead, set realistic goals and allow agents the flexibility necessary to still have lives outside of the call center. Allowing them to have a healthy balance will ensure they are more productive and care more about outcomes at work.
The points suggested in the Monet Software blog highlight key areas of consideration for all those in call center management – have measurable goals, review them often, pay attention to your employees and give customers what they want. While the last one may have been left off of Monet’s list, it’s truly why the call center exists, isn’t it?
Edited by Stefania Viscusi