If you’re not training your newly promoted team leaders, you may just be setting them up to fail. Staff and project management—which is the primary role of leaders—is a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role. […]
To keep productivity levels high, many call centers implement a performance-based incentive system, allowing them to identify and reward their top agents. Can this technique really boost employee engagement? Rewarding high-performing employees with extra cash or a higher pay is one of the most common engagement tactics that companies employ. It’s especially common among customer […]
If your call center rewards employees’ individual achievements more than team success, it’s time to take a step back and re-evaluate your workplace engagement techniques. As productivity-driven companies, most contact centers encourage agent productivity by rewarding individual employees’ exemplary performance. Agents are asked to end calls within a set time limit, handle an x number […]
Although the idea of emotional intelligence is relatively new, it has already been embraced by organizations across industries—including call centers. The term emotional intelligence was first mentioned in a 1964 paper by Michael Beldoch. However, it was only in 1990 when it was explored in-depth by two psychology professors: Peter Salovey (Yale University) and John […]
Regardless of what everybody else says, customers aren’t always right. To protect your brand, you must know how to handle abusive customers in the call center. All brands strive to engineer and deliver the best customer experience they can to build positive relationships with clients. While you may be inclined to put your customers on […]
Making mistakes is part of being human. We’re all flawed. We all make illogical decisions. And we’re aware of this, at least at a theoretical level. But why are so many of us still trying to shirk our innate tendency to be wrong as though our lives depended on it? Entrepreneurs are especially prone to […]
As part of skills management, identifying what your customer support reps can and can’t do can help improve your call center’s performance. Documenting, categorizing, and managing your staff’s skills are highly abstract and complex human resource processes. So it’s not surprising that many companies skip these activities. When done correctly, however, they can be beneficial […]
Are you screening your prospective employees for these skills? Tech-savviness and language proficiency often top the list of the most desirable qualities of customer support reps. These are the same things that call center managers look for as they aim to build a stellar support team. But as we focus on these qualities alone, are […]
The only way to build a high-performing call center is to recruit the right employees who possess the attitudes and skills that suit your company culture. Your customer support reps play a crucial role in ensuring that you can achieve your organizational goals and stick to your standards of excellent performance. You should thus be […]
Providing exceptional customer service is paramount for brands seeking to gain a competitive edge. Many companies are now considering partnering with outsourcing call centers to handle their customer support needs efficiently. By opting to outsource customer service to a call center, your brand can strategically increase customer satisfaction and ensure excellent customer experience. This approach […]
