It is undeniable that a call center is not only about developing a business or selling products. It is also the first line of interaction between customers and a brand. For this to happen, call center agents need to be focused and productive. Here are 5 keys to help improve the performance of call center agents
Diagnose underlying performance issues
Management should analyze the data collected from an agent's evaluation. This is done to determine where poor performance is occurring and to identify success trends. It is also important to identify problems such as: poor communications, problems with adherence to standard procedures, difficulties in accessing customer data and processing transactions. For more informations, you can try this out
Create an action plan
Once the management team knows where the client advisor's shortcomings lie, it can create an action plan to address the targeted problems. Management needs to identify all the resources available to increase agent skills, you can try this out.
Communicating with client advisors
Depending on the structure of an organization, the quality assurance manager should discuss performance issues with the agent. Management should start by ensuring that the agent understands the evaluation measures and how calls are scored. The evaluation should be constructive and include recognition of the client advisor's strengths and weaknesses.
Monitor and reward improvement
It is also important to monitor and reward the progress of call center agents. Call center managers should motivate the agent by recognising and praising efforts. In addition, management must ensure that call center agents feel valued and part of the team.
Implement a knowledge base
Implementing a customer service knowledge base benefits both customers and agents. A publicly accessible knowledge base allows customers to find answers to basic questions, without the need for human assistance. This increases customer satisfaction. In turn, this eliminates some unnecessary calls. This allows agents to move on to more important outbound calls.