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How to Improve Business Performance With
Call Center Services
The contact center industry is growing beyond expectations. Around the world, many businesses
are relying on call center firms for handling day-to-day processes. This leads to higher
competition rate in the market, and contact centers need to formulate new service packages for
their clients. The ‘average call center’ will have a small chance of surviving in the market now,
unless its call center systems are tweaked for higher performance standards.
If you own a contact center, you can apply
these following strategies to improve business
efficiency and productivity rates:
Create a Quality-Driven Hiring Process
Everything begins in the first phase: the hiring process. One of the common mistakes of contact
centers is their tendency to focus on speed hiring. There are many reasons why call center firms
resort to speed hiring, such as time constraints, expense reduction, restructuring, and competition
measures. By adopting a quality-driven hiring process, you can save lots of money and resources
down the road. Right from the start, you’ll have a better chance of finding the best agents.
During the hiring process, you need to make sure that applicants are aware of the qualities you’re
looking for. Nowadays, you can rely on advanced hiring strategies that combine the aspects of
speed and quality selection. Applicants who can pass your center’s deliberate hiring process
deserve high-value slots in the organization.
These following qualities must be exhibited
by the applicants in your contact center:
Good Communication Skills
Call center agents must be good communicators. This should be an obvious fact. While others
believe that communication skills can be learned in the contact center itself, finding effective
communicators at the start will help you save time. Naturally, applicants with good
communication skills will be successful in interviews.
Sharp and Creative Mind
An agent must be sharp enough to recognize problems ahead of time. Aside from that, the agent
must also be creative in delivering solutions. Tweaking your initial tests will help you spot sharp
and creative agents. Instead of focusing on generic test templates, you should create active
scenarios that will test all agents.
Leadership can’t be tested in a simple interview session. Rather, interdependence tests can help
you spot leaders from the get-go. Applicants must be pitted in several scenarios. Throughout the
process, leaders can possibly emerge. These applicants will become the future assets of your
Reliability is an important and measurable trait. How can you determine if an applicant is
reliable? First, he must display familiarity with all the call center systems that you’re currently
using. If he’s not familiar, the agent must, at least, display an eagerness to learn such systems.
The second thing that can measure an applicant’s reliability is the way he accomplishes tasks. If
he can finish tasks within a set deadline, then he’s reliable.
Define KPI Insights
Aside from understanding the core attitudes and working behaviors of your agents, it’s also
important to monitor KPIs. These technical metrics will give you near accurate readings about
your agents’ performance levels. You’ll know the strong and weak points, and which ones
deserve to be included in training or empowerment programs.
KPI insights can be covered by these factors:
Answer Time measures how fast or slow the agent can answer the call. If this rate is climbing,
the agent must be coached to speed up the response.
Average Handling Time
Average Handling Time or AHT is the most active metric that contact centers must observe. It
measures how fast an agent finishes the call. Depending on the situation, call centers have a
usual benchmark for AHT.
Abandon Rate measures the percentage of dropped or unanswered calls. If your contact center is
aiming for high productivity levels, Abandon Rate must be kept to a minimum.
Transfer Rate can be a strong indicator of agents’ competence. This metric factor tracks down
how many calls are being transferred daily. Competent agents are expected to resolve their calls
on their own, though there are some instances when they are allowed to transfer.
Professionalism is another important variable that determines the competency level of agents.
Real call center professionals have an in-depth knowledge of the main client’s products and
services. Whenever they receive a call, professionals combine speed, accuracy, enthusiasm, and
determination to bring the best solution possible.
Etiquette is a behavioral factor. In contact centers, Phone Etiquette determines if the agent
adhered to the rules and proper call resolution standards.
Transform Agents Into Solution Providers
During their early months in your center, agents will think of themselves as employees. Partly,
they are correct. However, a simple mindset change can raise the efficiency level of your agents.
In turn, such good levels will reflect on the company’s progress reports. The task is easier said
than done because you can’t force your agents to adhere to the center’s vision. Through a
consistent training system, your agents can become solution providers. At every stage of the
training, the agents must learn how to bring solutions, instead of just finishing the call. Aside
from being solution providers, your agents must be proactive in their working standards. An
agent who works steadfastly on his weaknesses can be considered proactive. Without any
proactive and solution-oriented agents in your center, overall growth will be slow.
Motivate and Empower Agents
Without motivation, agents won’t strive hard to excel. Even though motivation is not a
measurable factor, it can affect overall performance levels. In fact, a contact center with a low
motivation atmosphere will have higher attrition rates, driving profits down. Some experts
believe that it’s easy to motivate agents; others, however, think differently. Nevertheless, agents’
motivation can be raised through a series of helpful programs. Alternatively, team leaders can
hold short open forums to check if the status of the team’s morale.
Team building events are also advantageous because the agents’ capabilities and collective
attitudes will be tested. Before you can implement events, you need a superior planning method.
Research about the best activities that can be include in team building events. If these events are
successful, the agents will be empowered in the office. Now, they’ll have new things to expect.
This will lead to greater efficiency rate of your contact center.
Be Serious About External Benchmarking
External benchmarking is one of the main parts of any call center monitoring process. Through
external benchmarking, you can analyze all of your call center’s processes and compare it to
other competitors. In this way, you’ll know which areas must be improved, downsized, or
leveraged for greater efficiency. External benchmarking will take time because you need as
many data points as possible.
Improving your contact center’s business efficiency level is not an easy task. You need to return
to the drawing board and figure out what processes must be improved – on a step by step basis.
For a general approach, you can change the entire infrastructure of your call center. To do that,
you need to select a call infrastructure provider.
Among the world’s top call center systems, Callshaper is a provider that you can trust.
Callshaper is an advanced call center system that can give you valuable services for a reasonable
price. Some of Callshaper’s top-ranked services are efficient lead management, predictive
dialing interface, agent monitoring applications, API suite, interactive reports, and detailed
control panel for Managers. By using Callshaper, your contact center will have greater efficiency
and productivity rates. Moreover, accurate reporting methods will lead to fairness and significant
morale boost for your agents.
CallShaper, LLC 5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128 1-888-276-1370
For Demo Request Visit our website here http://www.callshaper.com/supervisor-application/