This post was submitted by Cecile Peterkin, a Career and Life Coach. More info about Cecile is also available on her LinkedIn profile.
"I ran a medium size call center for a Mutual Fund company in Canada. Not all calls were monitored, however, I did random taping of all our agents on a weekly basis. The information was used for testing agents product knowledge, speed, accuracy, and professionalism. The information was also for training and performance appraisals
We wanted our agents to move away from "Call Center Agents" to "Client Relationship Specialists". Develop a relationship with the callers (Investment Advisers) to reassure all their needs are met.
I found the best way to improve agents phone skills was to have their calls analyze by their peers. There was a noticeable improvement in the handling of calls when the feedback was peer based.
Agents that were performing well on the phones were trained to do the monitoring and training/coaching. The agent in question would be asked to critique his/her call - what would they do differently. Together, the agent and the trainer would work on areas to be improved and assigned things to focus on for the following week."
- Cecile
Subscribe to:
Post Comments (Atom)
Popular Posts
-
Coordinated Systems, Inc. (CSI), of East Hartford, CT, a member of the Cisco Solution Partner Program is making it incredibly logical for ...
-
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience,...
-
The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to...
-
SMB Cloud #WFM solution from CSI yields fast returns for ListenClear Facing a challenge due to their surging growth rate, Listen Clear se...
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. Even when you’re rushe...
-
Companies today have articulated mission statements that guide the organization. In utilities, many of these mission statements include la...
-
Can a single tweet topple a great company? It hasn’t happened yet, but a chorus of unhappy tweets from a group of unhappy customers can do...
-
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e. ...
-
Customers are unique — and your contact centers should reflect their diversity. When you go to your local grocery store do you notice how ...
