Archive for July, 2007
Personal attention at our extinct call center
Okay, so before we closed our doors in bankruptcy, what did our call center offer that our competitors didn't?1. Personal attention: we got rid of our IVR or VRU (voice response unit). Unless we were busy, we answered calls by the second ring. Most customers never heard a recording. We would sometimes hear a surprised silence before the customer would say. as they did constantly, "I expected to get a recording."
Communicating with your reps
Ken Wisnefski, president of VendorSeek, has some suggestions for improving communication in your call center:
Most call center employees use computers. The computers can be used to foster interoffice communication. Newsletter, forums, etc. can be constructed to share company news, industry information, and alerts relating employees’ birthdays, weddings, engagements, etc. At least forty hours per week is spent at work. The job atmosphere must be as enjoyable as possible for the employees.
I've found that proper communication was one of the best motivators for my call center agents in a time of uncertainty about our company and our jobs. Telling us the truth helped us to keep going. In happier times, good communication with employees is still a key motivator. As Art Coombs of KomBea Corporation told Call Center Magazine, you cannot not communicate.
Best practices of extinct call centers
"This is great. Is it going to change?" I often heard that from customers when I first joined the ranks of the call center agentsia. Customers meant that they loved the service they were getting, but weren't sure how long we could keep it up.Call center work is labor intensive, if it's done well. The more time a rep spends with a customer (talk time), the more money it costs your company. Hopefully that good work means the customer won't call back again with the issue still unresolved. Hopefully good customer service saves money for the company. But unless your call center is staffed with highly-motivated volunteers, too much service with too little revenue is bound to come to an end.
Employee incentives, gold stars, and other perks
According to Ken Wisnefski, president of VendorSeek, recognizing your call center agents for a job well done can go a long way:
Everyone appreciated receiving gold stars in grammar school. "Gold stars" have never lost their luster. More than the shiny exterior of the sticker, we enjoyed the intrinsic value of our teachers recognizing us. Adult workers also enjoy recognition. Let call center employees know when they are doing a great job - this promotes pride. A recognized worker will continue to work at a capacity that invites future recognition.
There are several ways to reward workers for doing well. Bonuses, promotions, certificates, etc. can be sufficient. Workers will appreciate external rewards, but the entire company will reap the benefits of workers who perform well because they are recognized.
Compassion as a productivity tool
Many customer service representatives are moved by compassion. They really want to help customers. Give them the chance to do that and you'll have to kick them out at the end of their shift to make them go home. Jam Mayer points out that Asian Pacific agents (and customers) particularly value kindness and friendliness.
Solving difficult problems without a real supervisor
When calling other companies, I have often asked to speak to supervisors, when it becomes clear that ordinary customer service agents aren't empowered to fix the problem. I've been delighted by some alternative responses to my concerns.
Call center motivation and morale
Cartoon from www.callcentercomics.com
When it comes to employee suggestions some call centers may not quite understand the point. Some organizations take a serious look at possible ideas whereas other may just go through the motions.
Versatile schedules for agents
Ken Wisnefski, president of VendorSeek, suggests that call center reps appreciate the freedom to control their routine:
Most call centers are open twenty-four hours a day. That means there will be a number of different shifts available for employees to work. Give the workers reasonable opportunities to choose their schedules. If it means that one employee will be needed to strictly handle scheduling, so be it. Flexibility of schedule gives workers the ability to better balance their lives. Flexibility will promote worker retention and appreciation.For further reading: you'll find helpful call center scheduling insights in our workforce management archives. Remember that agents don't want constant flexibility at their own expense. Some reps enjoy the night shift, but even they need to be able to count on a regular schedule, especially when it affects their sleep. Switching back and forth from day shift to night shift can shorten your lifespan.
The decorative QA department
After I began working in call centers, I gained great respect for the importance of quality assurance. But first I had to get past the uncertain performance of my first QA teams.
To recruit the best call center talent, create an ideology of excellence
Today Ken Wisnefski, president of VendorSeek, advises call center managers about finding and hiring the best employees:
A company’s vision is important. In order to attract success, it must be promoted with every thought and action. A presence of pride must exist throughout. If you expect and teach excellence, you will get it. This ideology must start with the management because they are the leaders of the company. Workers follow suit with their leaders- when examples are set, they will be followed. This ideology will help attract the most ideal candidates for positions. Similar to upper-tier colleges, only the most elite will apply because they will know what kind of performance is expected.
