When reaching out to a Contact Center – customers want a 24x7 clear connection to a quickly answered call. Callers want access to a well thought-out IVR in order to source their own answers – or be able to reach a Live Operator by simply pressing ‘0’.
If they have to hold in a queue for the next available operator – customers want to be advised of their estimated wait time – and they want the option of leaving their telephone number for a call back instead of having to hold on the line.
And once they’re connected with a Customer Service Representative (CSR) – callers want to speak with a CSR from their region - who is typically better able to serve and communicate with them. Customers want their questions/issues resolved by a CSR who acts professionally – is easily understood - who is not a ‘script reader’ - and who is empowered to make this a “one call & done” experience.
Not everyone is cut out to work in a Call Center environment. Typically there are 3 grades of CSRs found in a Call Center: (Above Average), (Average), and (Below Average).
(Above Average) CSRs seem to have “The Right Stuff” that pushes them to succeed & a natural compatibility with the duties of the position. They work hard - exceed expectations - do more than asked - achieve high-quality consistent results - can always be counted upon - need little direction & work extremely well with everyone.
(Average) CSRs perform their duties adequately enough “to get by” - but no better. They are the partially competent. Generally they’re strong from a Skills standpoint but missing a key ingredient or two from a Job Fit standpoint.
(Below Average) CSRs are the people who just don’t fit somehow. Sometimes they’re good people in the wrong jobs. They need extra coaching & supervision just to achieve average results. Often they cause unnecessary conflict. (Below Average) CSRs have the Highest Levels of Absenteeism, Lowest Levels of Productivity & Sales, Poorest Performance & Customer Satisfaction Ratings, and generally have a Negative Impact on Team Morale. They represent the real problems in a Call Center workforce. While (Average) & (Below Average) CSRs may seem fully qualified at the Interview Stage – they’re a Poor Job Fit – the cost of hiring them is enormous – with little value add to an organization - and a decrease in Service Levels and Brand Reputation.
A tightly-scripted Call Center environment is usually found where the focus is on Cost Containment. Average Speed of Answer (ASA), Average Handle Time (AHT) & After Call Work Time (ACW) are the Key Performance Indicators (KPIs) - and CSRs are typically required to rigorously follow a script. An unscripted Call Center environment is usually found where the KPIs are Customer Satisfaction & First Call Resolution (FCR).
Scripted & unscripted call handling are discrete and different pursuits - requiring separate Personality/Job-Fit Traits. Someone with the Intellect, Problem-Solving Skills & ‘Verbal Artistry’ to serve a caller in an unscripted fashion is rarely a good fit for a tightly-scripted Call Center environment. Equally – it is rare for someone who performs well in a tightly-scripted Call Center to successfully make the transition to unscripted caller interactions. Few people possess the ability to work successfully long-term in both a scripted & unscripted Call Center.
Top performing Contact Centers drive their Revenue & Performance through superior hiring tactics. We help employers gain better insight & more accurate predictions as to which applicants from a pool of Candidates would perform up to, or beyond their established standards. You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at http://www.telesoftsystems.ca/64201.html