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
-
While these axioms tend to be overused, they are nevertheless true. When it comes to the contact center, many business owners and managers...
-
Contact center supervisors are now using Speech Analytics to automate the process of identifying the calls they really want to listen to. ...
-
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality moni...
-
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...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
In the last few months, we've been getting a lot of Nortel inquiries. We're not sure why we're seeing this more frequently - bu...
-
Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time t...
-
Like tens of millions of teens across the world, 15-year-old Emma rarely surfs the web or tries out new apps. Instead, she conducts her di...
-
A personalized, engaging customer experience is critical for the success of any marketing initiative in the modern landscape. Top 50 #Cu...
-
These days, the words “omnichannel customer experience” evoke thoughts of social media channels and messaging apps. #Omnichannel custome...
No comments:
Post a Comment