Improve Your Call Centre Workforce Performance
Improve Your call Centre Workforce Performance
Here are some tips to optimise your customer care operations;
• Provide your customer care agents with detailed information and reference manuals
• Provide training to make sure your customer care representatives can provide the correct responses to questions they cannot answer
• Personalise training where you can to make sure you bring out the best in every customer care agent
• Make sure your call centre is appropriately staffed
• Make sure your most knowledgeable call centre agents support others
• Improve your IT infrastructure so that you can get precise data
• Spot check your agents by calling or listening to recorded calls
• Make sure you keep agent morale high, financial incentives and good working conditions are very important.
It is definitely not an easy task especially for companies that do not have a large HR
department. However, there is always the option of outsourcing, make sure you also look
at outsourcing options as this may save you a lot of time and money.
Considering outsourcing: check out Malta as a potential nearshoring destination... read m
ore here
.