Thursday, July 26, 2007

Quicklist of tips for call center agents

* Maintain a positive, pleasant tone, but if you are over-the-top cheery, a caller who is disgruntled may be annoyed by your vibe.

* Ask your call center supervisors for training materials you can review during any down time. They will appreciate the initiative.

* Keep track of your own stats. # of calls handled/made, # of saves/upgrades, # cancellations, # of customers helped, # of times you needed help, etc...give yourself a reward when you break weekly records. Perhaps a Starbucks Frappucino?

* Make yourself available as a "go-to" person in your center for other agents, especially new ones, who are looking for help. Don't obnoxiously offer advice when they don't ask for it, but treat each co-worker as if they were a valued customer.

* If your center hasn't yet adopted any of the available call center technologies (quality monitoring, crm, workforce management) to improve performance, offer it as a suggestion to your immediate supervisor. Don't go over their head or they'll think you're gunning for their job.

* If you're going to browse the internet during your downtime, make sure it's industry-related, such as searching for "call center benchmarking studies" on Google.

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