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 […]
There’s no instant formula for building a successful enterprise, but if you’re trying to make your brand more customer-centric, then you’re on the right track. But how can you make sure that your brand, together with your call center, is doing a good job of capturing clients’ interests? Many business owners are under the impression […]
Although the idea of emotional intelligence is relatively new, it has already been embraced by organizations across industries—including call centers. Call centers stand at the forefront of customer service interactions. Day in and day out, agents handle a wide array of customer inquiries, issues, and emotions. While the focus is often on efficiency and problem-solving, […]
Having a diverse team of customer support agents is highly beneficial to a business. But let’s talk about the variety of high-performing ones. Customer support agents play a critical role in delivering exceptional experiences. They are the frontline representatives who handle customer inquiries, resolve issues, and uphold the reputation of a company. However, not all […]
Sharing these harsh lessons with your customer support team can put a stop to underperformance. If you find your call center agents slacking off, perhaps you need to remind them that the role they play in the company is highly critical. Brand owners depend on them to build meaningful customer relationships, which serve as the […]
Of course, call center leaders want only the best talents for their team, but the best talents are also looking for the best experiences from their prospective workplace. There’s a big difference between high-performing, career-minded employees and those who only work for a paycheck. Naturally, you want top-quality candidates for your outsourcing company—those who can […]
A swelling number of companies are starting to offer longer weekends—three days, to be exact—to their employees. Can 24/7 call centers also pull this off? The idea of a 40-hour, 4-day work week (and hence 3-day weekends) is quite new, but it’s already garnering plenty of thumbs-up across industries.
Call centers need agents who are disciplined and productive, but are strict call center policies the solution? When it comes to call center management, the efficacy of call center policies in enhancing employee productivity is a topic of endless discussion. However, this discourse is highly important as organizations try to strike the right balance in […]
Call center leader underperformance is the last thing outsourcing firms want. Here are several reasons why this happens. Call center team leaders keep members together, foster a positive work environment, and ensure exceptional customer service. However, there are instances when they face challenges in their roles, leading to call center leader underperformance. Today, we’ll be […]
