Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to makeover one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not greater […]
As much as you and your agents understand what behaviors are expected to make a successful call center, you should also understand that measuring and monitoring performance go hand in hand. This means that after you have a customer scorecard for your agents, you should gather the performance data and make the necessary analysis to […]
Are your agents happy? Great leaders recognize that every employee is a representative of the company and that how the employees are treated is how they treat the customers. What’s more, Economists’ latest study from the University of Warwick proves that happy employees are more productive by 12% and that unhappy employees are 10% less […]
Are you getting bad reviews and complaints from your clients? Are your agents lagging behind when it comes to upholding your quality and compliance standards? Have you noticed previously productive agents starting to show signs of low performance and decreasing productivity? If you answered yes to any of the above queries, you need to come […]
Back in the 1960s, Daniel Kahneman, a Nobel award-winning psychologist, gave a lecture on the value of positive vs. negative reinforcement to a team of Israeli Air Force flight instructors. He proposed that positive reinforcement always produced better results, a proposal to which the instructors naturally scoffed. After all, in their years of experience, the opposite […]
With the new year in full swing, we at Call Criteria know how important coaching can be to your overall success. When agents perform well, your business usually does well (though the inverse can also be true). Agents need to know what you expect and receive regular feedback on how they measure up to your performance […]
One of the most challenging jobs for a call centre manager is dealing with poor agent performance. After all, wherever poor performance is not adequately diagnosed and confronted, the costs are enormous regarding rising customer complaints, lost productivity and lost profits.
Therefore, an essential step in the performance management system is to diagnose why the performance problem occurs — the “root cause”. If we don’t correctly identify the causes, how can we possibly figure out the solution?
Imagine a contact center where the manager has put in place defined procedures and practices to ensure flexibility, organization, knowledge retention, and effective communication. The contact manager calls all the agents and tells them, “If you want to be a successful agent and provide quality customer support, this is how to do it.” Now imagine […]
With the overwhelming number of applicants, the hiring process can be challenging. What`s more? As the employer, all you got to go with is a resume, a rehearsed sale pitch (for serious applicants), and an interview. Mind you; a completely blown interview doesn’t necessarily mean that the individual is good at best; they can be […]
As a contact center manager, retaining quality agents can be a real threat to your quality objectives. High churn rates not only affect morale, but your business’ bottom line will likely take a hit as a result. So how do we at Call Criteria recommend you motivate and reward existing agents in order to keep […]