As a part of the after hours call center industry, you know that you have the responsibility to ensure that the service you deliver is the best there is. You need to make sure that the agents you hire to handle customer concerns over the phone are able to meet these needs well. So, here are some very important points that you need to consider first before you decide.
Stress has been one of the many issues that people often have to deal with. This is even more true for those who have to work the graveyard shifts. Naturally, you would not want this to be the reason why you will have people who will under perform in the process. So, it matters considerably that you're able to find those ways that should help reduce this issue in the process.
There should be rooms in the floor where people can go to whenever they needed to take a much needed break, they want to take a nap, or they want to get away from a very stressful interaction that they have to go through with a customer. This should at least allow them to come back to their sense and compose themselves again before taking the next call.
Always set goals. You need to know what are the things that you are trying to achieve out of hiring these people that you have hired. You need assurance that you will only focus your attention on those people that can really deliver well. Remember, you might have agents who will perform well and those that might struggle. Setting a goal allows them to work hard towards achieving them.
Talk t your experienced agents. They should have been doing something that actually motivated them to stay in this service this long. They would not have managed to stay long if they are not motivated enough of the way they have been able to handle things, you might want them to share their best practices to the people that you have just hired. They can definitely earn from them.
Reward your workers more often. It is a fact that handling customer issues over the phone is already as stressful as things get. You would never want to give your employees the impression that you do not really care that much about them. Instead, come up with a scheme where they get rewarded if they perform better. Thus, creating more motivation in the process.
There should be proper communication between you and the rest of the representatives that you have deployed into operation. You need to find ways on how to make at easier for them to raise their concerns and let their voices be heard. Also, provide support to ensure that questions they have about the way things are supposed to be handled on the floor are addressed.
Another way to be sure that this after hours call center gets to be more productive and get to offer better customer service to your clients and customer is to ensure that your reps are properly trained as well. However, training should not only be confined towards those times when they are about to enter operation. There should be continuing training programs to ensure that they are acquainted and reacquainted of the things they should and should not do while on the floor.
Stress has been one of the many issues that people often have to deal with. This is even more true for those who have to work the graveyard shifts. Naturally, you would not want this to be the reason why you will have people who will under perform in the process. So, it matters considerably that you're able to find those ways that should help reduce this issue in the process.
There should be rooms in the floor where people can go to whenever they needed to take a much needed break, they want to take a nap, or they want to get away from a very stressful interaction that they have to go through with a customer. This should at least allow them to come back to their sense and compose themselves again before taking the next call.
Always set goals. You need to know what are the things that you are trying to achieve out of hiring these people that you have hired. You need assurance that you will only focus your attention on those people that can really deliver well. Remember, you might have agents who will perform well and those that might struggle. Setting a goal allows them to work hard towards achieving them.
Talk t your experienced agents. They should have been doing something that actually motivated them to stay in this service this long. They would not have managed to stay long if they are not motivated enough of the way they have been able to handle things, you might want them to share their best practices to the people that you have just hired. They can definitely earn from them.
Reward your workers more often. It is a fact that handling customer issues over the phone is already as stressful as things get. You would never want to give your employees the impression that you do not really care that much about them. Instead, come up with a scheme where they get rewarded if they perform better. Thus, creating more motivation in the process.
There should be proper communication between you and the rest of the representatives that you have deployed into operation. You need to find ways on how to make at easier for them to raise their concerns and let their voices be heard. Also, provide support to ensure that questions they have about the way things are supposed to be handled on the floor are addressed.
Another way to be sure that this after hours call center gets to be more productive and get to offer better customer service to your clients and customer is to ensure that your reps are properly trained as well. However, training should not only be confined towards those times when they are about to enter operation. There should be continuing training programs to ensure that they are acquainted and reacquainted of the things they should and should not do while on the floor.
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Our after hours call center is open and ready to assist at www.cciansweringservice.com. Learn more about our services through here http://www.cciansweringservice.com.
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