As a part of the after hours call center industry, you know that you have the responsibility to ensure that the service you deliver is the best there is. You need to make sure that the agents you hire to handle customer concerns over the phone are able to meet these needs well. So, here are some very important points that you need to consider first before you decide.
Stress has been among the many things that agents have to go through and deal with when working in this particular industry. It is stressful enough that many of them have to work during unholy hours. The mere fact that they have to deal with frustrating and really difficult customers at time is enough to make one to want to pull at his hair. So, giving them ways to deal with these issues better is essential.
Have an area where employees can go to if they need a nap, if they need to take a break, or they want an area where they could vent out their frustrations in. You need to remember that not all of the calls that your agents are going to take will be considered good ones. There are times when they need to find ways on how they can release tension after Adelaide with a difficult customer.
Develop ways on how you can improve the customer service that you are offering to the rest of the people that call and seek out the assistance of your agents every time. These goals will help as your basis towards determining whether the agents who are working for you are able to meet these standards quite well. So, have them established ahead of time.
Have your tenured agents do some much needed pep talks for the newbies as well. These agents have stayed steadfast in the job despite the number of challenges that they have to go through to get to where they are. Their best practices, the things that they do to handle stress and pressure are always things that your new hires would be able to learn a lot from.
Reward your workers more often. It is a fact that handling customer issues over the phone is already as stressful as things get. You would never want to give your employees the impression that you do not really care that much about them. Instead, come up with a scheme where they get rewarded if they perform better. Thus, creating more motivation in the process.
Make sure that proper communication is actually established internally too. Your agents require a way to ensure that their complaints their problems, and their issues are properly heard by management. Remember, you need them to be satisfied and happy just as the way they have to keep their callers happy and satisfied every time. So, make sure you find a way to encourage proper communication every time.
Another must have in an after hours call center is to ensure there is proper training for every agent there is. Before deploying agents to the floor, they are often subjected to comprehensive training. However, this does not stop there. New developments, new updates should be rolled out every once in a while to ensure that the rest of the your reps are aware of these changes.
Stress has been among the many things that agents have to go through and deal with when working in this particular industry. It is stressful enough that many of them have to work during unholy hours. The mere fact that they have to deal with frustrating and really difficult customers at time is enough to make one to want to pull at his hair. So, giving them ways to deal with these issues better is essential.
Have an area where employees can go to if they need a nap, if they need to take a break, or they want an area where they could vent out their frustrations in. You need to remember that not all of the calls that your agents are going to take will be considered good ones. There are times when they need to find ways on how they can release tension after Adelaide with a difficult customer.
Develop ways on how you can improve the customer service that you are offering to the rest of the people that call and seek out the assistance of your agents every time. These goals will help as your basis towards determining whether the agents who are working for you are able to meet these standards quite well. So, have them established ahead of time.
Have your tenured agents do some much needed pep talks for the newbies as well. These agents have stayed steadfast in the job despite the number of challenges that they have to go through to get to where they are. Their best practices, the things that they do to handle stress and pressure are always things that your new hires would be able to learn a lot from.
Reward your workers more often. It is a fact that handling customer issues over the phone is already as stressful as things get. You would never want to give your employees the impression that you do not really care that much about them. Instead, come up with a scheme where they get rewarded if they perform better. Thus, creating more motivation in the process.
Make sure that proper communication is actually established internally too. Your agents require a way to ensure that their complaints their problems, and their issues are properly heard by management. Remember, you need them to be satisfied and happy just as the way they have to keep their callers happy and satisfied every time. So, make sure you find a way to encourage proper communication every time.
Another must have in an after hours call center is to ensure there is proper training for every agent there is. Before deploying agents to the floor, they are often subjected to comprehensive training. However, this does not stop there. New developments, new updates should be rolled out every once in a while to ensure that the rest of the your reps are aware of these changes.
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