The call center operations in the business establishments are purely dependent upon the daily activities and how they are being regulated by the management. The role of the call center agents with their mentors is a very vital matter that determines the growth of the customer care unit. No doubt, they are provided with some exceptional training and sessions but a strict surveillance upon their floor operations has to be in priority. The role of the call center leaders is a method that will diminish the errors that occur in the calling process and show a result that is exceptionally well in the call center industry.
Coaching to the agents should be authentic. Providing directed training for forefront supervisors is always a key factor to deliver a coaching that enhances the call center operations. A proper training always jumps from top-down. This is added by dedicating some time for the target agents and the team leaders. An interaction on performance problems and prospects for augmentation should be initiated. With the equal distribution of time between the groups, the call centers can show some exceptional results.
If a coaching is not actionable the whole effort, time, resource goes in vain. Apart from making a specific target, it is recommended that whatever training was implemented should be well acquainted with the actual work profile. Make them learn the chapters in a gradual process and monitor them at each step so that the problems does not complicate. There would be certain times where agents would make mistakes. But in a real world they would learn it better that way. Do not make it an advice but make them use it for the benefit of the organization.
Call center outsourcing is lubricated well if the leaders are masters in detecting emotions. A calling agent cannot perform better if he or she has some domestic problem that hinders them during their professional hours. Keep a personal relation with your team members can be beneficial to solve out discrepancies in the long run. If you respect your team you will be treated with the same. Therefore, create a standard in the coaching process. Make it measurable in the entire process and let everyone know how they are being benefited with the efforts of a qualitative training.
Coaching in the call center operations can be better with the help of the technology that can monitor their success rate from time to time. But the manual process of interacting with the team leaders and their agents is always recommended. After all the psychological process cannot can’t be judged by a machine all the time.
Ella Greens is associated with Callcentersoperations.com and working as a Assistant Manager in Marketing and Advertising. Call Center Operations is a leading BPO outsourcing company offering high-quality Call Center Outsource services, customer care support, technical helpdesk support, back office support, telemarketing and software development services to all sized businesses across the world. We help clients achieve higher customer satisfaction and increase revenue growths.