Maintaining effective communication with customers is vital to the success of any business, and much of that communication is directed to call center staff. So, when a call center is falling below the expected customer service standard, the knock-on effect can be severe. To manage performance in a call center, businesses need to set clear objectives and targets, monitor performance, give staff the opportunity to develop, reward good performance, and address issues with performance. Of course, the methods that businesses use to do this will vary, but this guide outlines some general tips on how businesses can boost their call center’s performance.
Define clear KPIs
KPIs (Key Performance Indicators) are vital for sustainable success in any team, but it is important to set them carefully. KPIs should align with your business goals, so it is best to start there and then work backward. What targets will help your team to contribute to the success of the organization, e.g., how many customer queries are resolved in the first interaction? Once you have set KPIs that are clear and measurable, you can track how your team is performing against them. Over time, you may be able to raise the bar to improve performance even further.
Schedule Regular Feedback Sessions
You should be listening to customer calls on a regular basis to identify any general areas for improvement or examples of interactions that would be useful for further training. However, you should also be listening to calls in order to provide feedback that is specific to the individual employee. Doing this on a regular basis and providing actionable targets for the employee to work on should deliver an upward trajectory of improvement in their performance. If the employee is not responding to your feedback, you may need to implement further training to ensure your standards are being met.
Invest In Training
Providing your staff with the tools and training that they need to perform at their best should be a no-brainer. However, you would be surprised at how many businesses try to give their staff the bare minimum and expect top results. Your staff should have the knowledge they need to be able to deal with customer queries with confidence and to use their own initiative. You should also provide computer technology and customer relationship management software that gives them all the data they need to manage their workload effectively. The more you invest in your team, the more satisfied and loyal they will be, which leads to higher levels of performance and higher retention levels. By minimizing employee churn, you will establish a long-serving team of experienced and knowledgeable customer service professionals.
Set Up Incentive Schemes
Positive incentive schemes can be very effective at motivating your employees during busy periods or when they have to deal with particularly complex or negative customer interactions. Incentives and rewards also show your team that you recognize and value the contribution that they make to the organization. Higher levels of self-esteem and a greater sense of purpose translates into higher-quality performance. Click here for some examples of employee incentive schemes.