As an operator of an after hours call center, you are committed towards providing the best service to the customers that require your agents' assistance. You know this is a going to be a very challenging goal. Hence, having a good idea as to how you can easily achieve this will make it easier for you to carve out a name for yourself in this competitive field.
Stress has been identified by a lot of people to be one of the many reasons why there are those who tend to get frustrated with the way they get the job done. So, you have to make sure that you are able to address this particular issue as best as you can. Then you get more motivated people working for you as a result.
There should be rooms in the floor where people can go to whenever they needed to take a much needed break, they want to take a nap, or they want to get away from a very stressful interaction that they have to go through with a customer. This should at least allow them to come back to their sense and compose themselves again before taking the next call.
Develop ways on how you can improve the customer service that you are offering to the rest of the people that call and seek out the assistance of your agents every time. These goals will help as your basis towards determining whether the agents who are working for you are able to meet these standards quite well. So, have them established ahead of time.
Talk t your experienced agents. They should have been doing something that actually motivated them to stay in this service this long. They would not have managed to stay long if they are not motivated enough of the way they have been able to handle things, you might want them to share their best practices to the people that you have just hired. They can definitely earn from them.
Reward your agents a lot more often too. You need to make sure that their interest and motivations is always high. This is the only way for you to ensure that these people gets to stay properly pumped up to deliver the best service to the people they talk on the phone with every time. So, come up with a very good reward scheme to keep them properly motivated all the time.
There should be proper communication between you and the rest of the representatives that you have deployed into operation. You need to find ways on how to make at easier for them to raise their concerns and let their voices be heard. Also, provide support to ensure that questions they have about the way things are supposed to be handled on the floor are addressed.
There has to be continuing training that the rest of the representatives working in your after hours call center should go through. Sure, they have been trained even prior to being deployed on the floor and taking calls. But there are updates and developments in the field that might require them to go through new training sessions every time. So, make sure that they get these developments absorbed.
Stress has been identified by a lot of people to be one of the many reasons why there are those who tend to get frustrated with the way they get the job done. So, you have to make sure that you are able to address this particular issue as best as you can. Then you get more motivated people working for you as a result.
There should be rooms in the floor where people can go to whenever they needed to take a much needed break, they want to take a nap, or they want to get away from a very stressful interaction that they have to go through with a customer. This should at least allow them to come back to their sense and compose themselves again before taking the next call.
Develop ways on how you can improve the customer service that you are offering to the rest of the people that call and seek out the assistance of your agents every time. These goals will help as your basis towards determining whether the agents who are working for you are able to meet these standards quite well. So, have them established ahead of time.
Talk t your experienced agents. They should have been doing something that actually motivated them to stay in this service this long. They would not have managed to stay long if they are not motivated enough of the way they have been able to handle things, you might want them to share their best practices to the people that you have just hired. They can definitely earn from them.
Reward your agents a lot more often too. You need to make sure that their interest and motivations is always high. This is the only way for you to ensure that these people gets to stay properly pumped up to deliver the best service to the people they talk on the phone with every time. So, come up with a very good reward scheme to keep them properly motivated all the time.
There should be proper communication between you and the rest of the representatives that you have deployed into operation. You need to find ways on how to make at easier for them to raise their concerns and let their voices be heard. Also, provide support to ensure that questions they have about the way things are supposed to be handled on the floor are addressed.
There has to be continuing training that the rest of the representatives working in your after hours call center should go through. Sure, they have been trained even prior to being deployed on the floor and taking calls. But there are updates and developments in the field that might require them to go through new training sessions every time. So, make sure that they get these developments absorbed.
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