Quality and quantity seem like two contradictory ideas that couldn't possibly go hand-in-hand. However, unlike call center myths would have you believe, call center agents must be superhumans and make both quality and quantity work at the same time.
The job of a call center agent would be easy if all they had were happy customers calling to say how great their service is. Unfortunately, it's not always the case.
Customer service doesn't necessarily have to be customized to be great. For some, it can be short and accurate and still be great. However, if customer service needs a boost, customization can help turn a mediocre interaction into a great one and flip the entire experience around.
Which of these scenarios describes your call center agent layout?
Is your call center all about productivity and efficiency? If so, you'd be surprised to know that allowing a little bit of idle chitchat between agents in your call center could actually bring more good than harm.
As our world becomes increasingly more digitalized, every aspect of our day-to-day is touched by technology. From reading the morning news on our mobile device to doing our groceries online, our life has been made easier thanks to the immediate access to information we have reaped from technology.
And why shouldn't we embrace this new digitalized world? After all, it has tackled many everyday challenges that we didn't even realize we faced and sped up our lives as it has centralized and analyzed data, letting us focus on the more important things.
Management sets the tone for an efficient workplace. Good management knows how to manage its workforce. Great management keeps employees motivated and in line with the company strategy and goals.
However, poor call center management practices can cause some serious damage not only internally, but also at a customer service level.
Let's start by understanding that the term "gamification" doesn't mean giving your employees free time to play games on their personal tablets or company computers during work hours.
Motivation and engagement are essential elements in a call center environment, and so are the tools that drive those. Performance transparency across the board gives agents the ability to see their own performance data compared to others, their goals or in a time frame.
Information transparency will drive next level service improvements.
As an agent, it's stressful to waste time searching for information that isn't readily available, especially when pressed by a customer. At PlayVox, we want to make it easy to find that information at those crucial times. So, we're excited to help with a new feature: Knowledge Base.
Organize content by creating a mini-FAQ page for your community. Not only can users quickly search for content when they need it, they have the opportunity to quickly ask for help.