Improving agent performance in the call center requires a holistic approach – not only do you have to a thorough job of assessing agent skills during the recruiting/hiring process, you also have to train your agents to become customer care experts and then continuously improve their skills through ongoing coaching.
Perhaps more importantly, you also need to do a careful job of recruiting and training your call center managers. The manager’s role is becoming increasingly critical today, as so many organizations are now near-shoring or off-shoring their centers and spreading their centers across the globe. In some of these off-shore locations, managers find themselves in a 1:6 manager-to-agent ratio -- and facing major cultural and language barriers. Needless to say there can be some serious challenges for these managers as they try to adapt to their new environments.
But regardless of these challenges, there is a systematic and proven method for organizations to improve operations at their off-shore call centers and boost customer satisfaction. And here we’re talking about a lot more than basic training in customer interaction skills and “accent neutralization.” To learn more, check out this white paper from Ulysses Learning.
Perhaps more importantly, you also need to do a careful job of recruiting and training your call center managers. The manager’s role is becoming increasingly critical today, as so many organizations are now near-shoring or off-shoring their centers and spreading their centers across the globe. In some of these off-shore locations, managers find themselves in a 1:6 manager-to-agent ratio -- and facing major cultural and language barriers. Needless to say there can be some serious challenges for these managers as they try to adapt to their new environments.
But regardless of these challenges, there is a systematic and proven method for organizations to improve operations at their off-shore call centers and boost customer satisfaction. And here we’re talking about a lot more than basic training in customer interaction skills and “accent neutralization.” To learn more, check out this white paper from Ulysses Learning.
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