Sometimes call centers have to call a “Code Blue!”
In the best of all possible worlds, a call center is a healthy hub of open communication, brimming with competent agents and dynamic managers who diagnose and fix client problems using the best tools available. Their victories are endless, and the loyalty of their clients is palpable. For many support teams, however, this ideal scenario remains unrealized: Poor infrastructure, employee malaise, and overall lack of vision each contribute to an insufferable call center team environment that sets everyone, and everything, up for failure.
But fear not: No support team is too far-gone; there is always room for improvement, and ways of curing the worst of ills. Keep the following broad strokes in mind if you’re aiming to breathe new life back into your call center. The secret to reviving it? Focus on the heart of the matter: People and platforms.
The training you provide to employees prepares them for what’s to come in the workplace. Rather than put people outside their comfort zones by asking them to perform tasks they know nothing about or complete requests they haven’t been introduced to, you ease them into a position of leadership by giving them the skills they need to be successful. You essentially provide tools that make the workplace better.
The answer is simple: it all boils down to performance and the effect it has on the customer experience. There are three things we can all agree with when it comes to phoning a contact center:
