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This week's Hot Topic
checklist is based on facts and
guidelines found in Centerserve's 'How to be a
Great Call Center Manager' best practices
report.
For more on this report be sure to see our
"Don't Reinvent the Wheel" section below. |
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Leveraging Call Center Agents
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The top three measures
for evaluating agents: performance, quality of
service and knowledge. |
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The top three competency
building approaches for agents: coaching and
mentoring, training and recognition. But not just any
recognition. Be sure it aligns with the top five
motivators for agents! For more download an excerpt from
Centerserve's Motivation Agent's eToolkit
click here. |
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One of the top five methods
to improve agent productivity is reporting
performance data. Suggested methods for reporting
performance data are:
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Team work is a top five
factor in agent productivity. If your call center
culture does not allow for teamwork - you may be missing
an opportunity to improve performance. Check out
Centerserve's Agent Motivation eToolkit
for information
on driving performance through motivated agents. |
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The top four programs for
agents that resulted in the greatest improvement in
quality of service to the customer:
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According to Centerserve's
report "How to be a Great Call Center Manager",
failure to train and develop staff is a major
de-motivator to your staff. By nature, your agents
are seeking growth and an opportunity to expand their
skills and abilities. The #1 retention strategy for
agents is also training and development! |
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Our best practices report
"How to be a Great Call Center Manager" features five
elements of a "positive work environment". A
positive work environment is a must in any call center's
retention strategy. The five features of a positive work
environment are:
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Keys to a successful
hiring program: |
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