Whenever you have a problem with a product you purchased, your first instinct is always to contact them. Your call most probably goes to a separate company hired by the company you are trying to reach, and where you will find the help you need. To ensure your problem is promptly solved, that agent has probably undergone a lot of Quality Monitoring Call Center before being put in a position to assist you.
As much as customer care representatives handle business for other firms, they are hired by the managements of the centers they work for. It is therefore up to the managers to hire qualified people, and also keep track of their performance. They need to spot the weaknesses the employees have and work on making them strengths. Some strategies can be used to discover their shortcomings, and some of them are discussed below.
For reference and assessment purposes, these establishments record calls made between customers and the agents. Once recorded, the supervisors randomly select files and listen to them, noting down all pointers about the conversation. Later they can find the agent whose recordings they listened to and discuss the difficulties encountered, as well as give praise where it is due.
It is also important that when the supervisor is listening to the recording, to hear the whole conversation between the customer and the representative. There are many pointers to identifying a fruitful conversation. The way the agent begins the conversation, the problem probing techniques and the final solution all matter. Courtesy and ability to follow procedures are what are mainly measured when quality monitoring is done.
Managers know too well that setting unrealistic performance indicators will demoralize their employees. They, therefore, need to discuss with the agents, and also the clients they are representing. With realistic goals, the employees will be more motivated to attain them. Once they can all meet the targets, the scorecard can then be adjusted to make it a little bit more challenging. Gradually updating the scorecard also allows those slower workers enough time to catch up with the rest, hence, the whole floor is at the end filled with experts.
Monitoring will only allow the supervisors to identify the weaknesses the agents have. To eradicate these flaws, feedback is necessary. Also, even if one is not performing excellently, the feedback should still be given in a way that it encourages one to improve. Employees who are scolded because of their low performance might feel embarrassed in front of their colleagues, and such pressure will not be good for growth.
For the business to be effective in its operations, the employees also have to feel very comfortable. When they are at ease, they will serve callers much faster and be more efficient since they only have clear thoughts in mind. Eventually, the business they represent, as well as the call center, will see improved business.
As a call center manager, while your senior employees might handle the assessments, you can never be too sure that they will give a fair judgment. You can always depend on other companies that specialize on employee performance assessments. You will spend money, but you are sure to end up with the most efficient workforce you ever imagined.
As much as customer care representatives handle business for other firms, they are hired by the managements of the centers they work for. It is therefore up to the managers to hire qualified people, and also keep track of their performance. They need to spot the weaknesses the employees have and work on making them strengths. Some strategies can be used to discover their shortcomings, and some of them are discussed below.
For reference and assessment purposes, these establishments record calls made between customers and the agents. Once recorded, the supervisors randomly select files and listen to them, noting down all pointers about the conversation. Later they can find the agent whose recordings they listened to and discuss the difficulties encountered, as well as give praise where it is due.
It is also important that when the supervisor is listening to the recording, to hear the whole conversation between the customer and the representative. There are many pointers to identifying a fruitful conversation. The way the agent begins the conversation, the problem probing techniques and the final solution all matter. Courtesy and ability to follow procedures are what are mainly measured when quality monitoring is done.
Managers know too well that setting unrealistic performance indicators will demoralize their employees. They, therefore, need to discuss with the agents, and also the clients they are representing. With realistic goals, the employees will be more motivated to attain them. Once they can all meet the targets, the scorecard can then be adjusted to make it a little bit more challenging. Gradually updating the scorecard also allows those slower workers enough time to catch up with the rest, hence, the whole floor is at the end filled with experts.
Monitoring will only allow the supervisors to identify the weaknesses the agents have. To eradicate these flaws, feedback is necessary. Also, even if one is not performing excellently, the feedback should still be given in a way that it encourages one to improve. Employees who are scolded because of their low performance might feel embarrassed in front of their colleagues, and such pressure will not be good for growth.
For the business to be effective in its operations, the employees also have to feel very comfortable. When they are at ease, they will serve callers much faster and be more efficient since they only have clear thoughts in mind. Eventually, the business they represent, as well as the call center, will see improved business.
As a call center manager, while your senior employees might handle the assessments, you can never be too sure that they will give a fair judgment. You can always depend on other companies that specialize on employee performance assessments. You will spend money, but you are sure to end up with the most efficient workforce you ever imagined.
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