I’m sure you’re going to receive all sorts of Hardware/Software advice for what you ‘must have’ in your Call Center – just don’t lose sight of the fact that fundamentally it’s all about the quality of the ‘Humanware’ you deploy to begin with.
While most everyone can use a telephone - not everyone is cut out to work in a Call Center environment. Someone may have “The Right Stuff” to be a great Customer Service & Support CSR – it doesn’t necessarily follow that the same individual is also a good fit for the more demanding & sales-oriented requirements of Up-Sell/Cross-Sell/Customer Win-Back – let alone Inside Sales, TeleSales or TeleCollections.
Hiring the wrong Agent to begin with is the Root Cause of most Call Center Performance Issues. It’s also a significant drain on your Budget & Bottom Line – on Customer Satisfaction - and on Revenue. Every failed hire represents wasted dollars down the drain. Not to mention the Lowered Productivity, Poor Morale & Higher Absences associated with a Poor Job Fit.
Typically there are 3 grades of Agents found in a Call Center: (Above Average), (Average), and (Below Average).
(Above Average) Agents 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) Agents 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) Agents 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) Agents 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) Agents 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.
Top performing Call 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