Call centre performance is all about how well your staff interact with customers, not just how many staff you have and how many calls each takes, or makes, on a daily basis. The key to improving call centre performance lies in training each member of staff to be as effective as possible. This isn't just the initial training, that you give each staff member when you first take them on - life would be very easy if it was! This is training on an ongoing basis to asses, and improve, their individual skills and abilities.
As time passes some people will master certain things quite quickly, but possibly struggle with others. Every staff member is different and will develop different training needs and requirements as time passes. Identifying these training needs and addressing them can be a fulltime job.
Call centre performance relating to staff.
It's even possible for your best performers to develop issues over time. In any job people can gradually burn out, lose interest, or begin to develop bad habits. This can have a adverse effect on call centre performance. In order to identify these problem areas you need to monitor the individual performance of each staff member quite closely. Sometimes issues will be evident straight away, but they can also take a bit of time to identify. This means that you need to monitor your staff on an ongoing basis to see how they develop overtime. To achieve this you'll need to keep records on their performance and possibly monitor some of their calls. You'll also need to keep an eye on their statistics. Most people tend to be quite consistent. If they are not, this could also indicate a problem which needs to be addressed!
By continually monitoring call centre performance and your individual staff this way, you can see immediately if someone is developing bad habits or slowly burning out. You can quickly address this by finding new ways to motivate them. If possible, a slight change of duties can be as good as giving someone a holiday. Giving someone a little extra responsibility can also be a good way of keeping them interested. Often just showing that you care about your staff can help a lot. This can not only improve call centre performance, it can save you losing a valued member of staff.
Constantly monitoring call centre performance and the statistics of your staff can be a fulltime job. A simple staff scoring system can make the job a whole lot easier.
With Scorebuddy quality monitoring you get the following benefits as a bonus!
- Analysis, in depth knowledge and improvement of scripts and processes
- Enhanced customer satisfaction
- A quality Audit Trail for review and as a reference for HR in the event of disputes
- Better understanding of common customer complaints and concerns
- General troubleshooting