Updated: January 2020
Goal setting and self-improvement often go hand-in-hand, and nowhere is this truer than in the call center world.
Executives and managers understand that by setting goals both as an organization — particularly as departments and teams — a company is able to move in a measurable way, and even pivot in the direction they want to grow.
Developing clear and structured goals with your customer service reps is essential for you to be able to do this in your contact center. Using the S.M.A.R.T strategy in the goal-setting process will provide direction, focus, and help prioritize your call center team’s time and energy.
In a busy and bustling customer service department, having an agreed-upon set of milestones to guide productivity will help guide decisions, keep morale up, and even reduce agent turnover.
Here are some keys ways to work together as a team to create practical customer service team goals that will take your call center to the next level.