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Study overview
Study objective
Demographic
highlights
Call center operations model
Management practices:
Supervisors/team leaders
Attributes of a
great supervisor
Evaluating
supervisor performance
Model of supervisor
roles
Ways for
supervisors to improve
Supervisor
development model
New supervisor
training
New supervisor
training methods
How supervisors
spend their time
Obstacles to
supervisor time
“Must-do” items for
supervisors
“Must-not-do” items
for supervisors
Management practices: CSRs/agents
Attributes of great
call center agents
Top three measures
for evaluating agents
Building agent
competencies
Improving agent
productivity
Improving customer
service quality
Managing poor
performers
“Must-do” items for
driving agent behavior
“Must-not-do” items
for driving agent behavior
Retention
strategies
Hiring and recruiting
Top qualities to
look for when hiring supervisors
Supervisor talent
pool
Top qualities to
look for when hiring agents
Most effective
recruitment screenings
Keys to a
successful hiring program
Challenges in
hiring and recruiting
CSR/Agent training
Training methods
for new agents
Agent training
areas
Agent classroom
training time
Agent on-the-phone
training time
Training time
changes
Drivers for change
in training time
Ongoing training
for existing agents
Ongoing training
time
Months to become
fully-functioning CSR
Training program
changes planned over the next 12 to 18 months
Developing
multi-media agents
Motivation and incentive
programs
Keys to success for
motivating agents
Biggest challenges
to motivation
CSR incentive
programs
Top incentive
programs
Incentive
effectiveness
Incentive funding
Other ways to
motivate agents
Communication
Keys to successful
communication
Challenges to
communication
Methods of
communication
Home-based/remote agents
Home-based agents
Criteria for
home-based agents
Business reasons
for home-based agents
Specific function
handling
Future plans for
home-based agents
Keys to success for
home-based agents
Challenges with
home-based agents
Demographics
Number of sites
Number of employees
Hours of operation
Contact volume
Volume change
Single or multi-site
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