Connect First Blog Posts
A primer for call center agents who can work remotely, call center supervisors with remote agents, and others in the call center industry.
Whether you are a call center agent who can work remotely, or a call center supervisor with remote agents, the following is a rough guide of expectations, tips, and considerations. IVR, Interactive Voice Response, will route a call to an agent without regard to physical location. The IVR’s determining factor may be skills-based routing, but mainly dependent on whether an agent is available or not.
In-house training and external educational opportunities.
Research reveals that call centers experience one of the highest turnover rates of any industry: 26% of front line staff voluntarily or involuntarily leave by the end of any given year. This same research reveals that it will cost $4,000 to hire a new worker and $4,800 to train them. That means today’s call center supervisors must be talented mentors, motivators, and managers. The U.S. Office of Personnel Management states that investing in professional learning and development for supervisors will save money, improve work quality, and increase employee job satisfaction. Let's look at some of the challenges supervisors face in the quest for professional development (PD), and further examine how to promote the necessary skills and knowledge needed to achieve success and exceed goals.
Here are 5 ideas:
The contact center industry is rife with challenges. On any given day you might experience anything from extreme customer meltdowns to actual hardware meltdowns (it’s happened!). The longer you stay in business, however, the more you learn to anticipate the kinds of issues your call center might face. If you haven’t faced any legal challenges yet; that’s great! We hope you never do. That being said, a bit of proactivity and some maintenance along the way can make a huge difference in outcome, should legal issues ever come your way. Let’s look at five tips that can help prepare you for the unexpected.
Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia customers heard a busy signal when calling in to their customer service number. One man who actually managed to get through was put on hold for three and a half hours when he tried to cancel his service. A different customer, also trying to cancel, was forced to argue with the call center representative, who outright refused his request and demanded for ten minutes that the customer give him a good reason for cancelling.
Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. Why the new trend? Well, American companies collectively lose over $62 billion every year because of poor customer service. That’s a staggering statistic. Let’s explore some ways you can recoup some of that income for your call center, and ensure your losses due to poor customer service continue to shrink into nonexistence. In a contact center, the management team is the driving force that keeps customers happy, employees engaged, and revenue streams consistent. Take a look at these seven ways you can optimize management in your call center.
5 Tips for Remote Workers: Staying Engaged and Motivated
With the advent of the internet, more and more workers have gone the route of the digital nomad. Whether you’re working from your kitchen or logging on while traveling overseas, there’s no denying that working remotely can be an incredibly convenient setup. You can nix the morning and evening commute, which means you can wake up later, have a leisurely breakfast, and then start working in your pajamas, if that’s your cup of tea. Or maybe you take your laptop with you down to the local coffeeshop, or to a picnic bench at a nearby park. If you have little ones, you can easily keep an eye on them while still getting your work done.
Psychology Today says that motivation is literally the desire to do things. It's the difference between waking up before dawn to pound the pavement and lazing around the house all day. It's the crucial element in setting and attaining goals.
Call center agents are generally responsible for taking customer service calls and helping people with questions or problems related to the product or service they’ve purchased. Call center executives, on the other hand, usually have a few more responsibilities. Stretching, growing, and moving forward professionally requires specific skill sets that should continually be developed and honed, no matter the position.
Topics: Trends & Insights