There are hundreds, if not thousands, of things to consider when running a contact center. From choosing the best equipment to hiring agents to optimizing the scheduling, it can be easy to get caught up in the details. Successful contact centers, however, know how to balance all of the requirements along with all of the extra little things that set their contact center apart from the rest. Below, we take a look at some of the secrets that successful contact centers share.
Many contact centers focus on a hierarchical system of management where the agents report to the managers who report to higher management. With such distinct levels of operation, it can sometimes be overwhelming for agents to be evaluated or critiqued by their superiors. In successful contact centers, management removes themselves from the equation when it comes time for evaluations. Instead, they form groups of agents together to listen to the call of a fellow agent and give the appropriate feedback. Many organizations have found that, even if management and the peer agents are saying the same thing, the criticism is received more constructively when a peer delivers it.
To continue with quality scoring tactics, many contact centers also have an agent evaluate him or herself. After receiving feedback from fellow agents, it can be difficult for agents to recognize those mistakes in their everyday work. If they have the opportunity to listen to their own calls, often times, the critiques they heard from their peers become clearer and the agents are more motivated to make an improvement.
A side effect of a hierarchical system is that the agents at the bottom can often feel overwhelmed by management at the top. They might feel uncomfortable making suggestions, identifying problems or asking questions if something is unclear. For this reason, it is imperative to promote an environment of involvement in your contact center. Sometimes it can be helpful to nominate a representative for the agents who they can go before presenting their voice to management. Another way to promote involvement is to have a monthly meeting where agents are encouraged to join. They will build a connection with the company when they feel that their ideas are being listened to and sometimes implemented as well.
Once the employees are content with the working environment, it is time to shift the focus to the clients. Providing a service that the customer wants is one of the keys to providing a high level of customer service. In order to know exactly what the customer is looking for, it can be helpful to monitor social media, a place where consumers rarely sensor their true feelings about a company or a product. Based off of customer’s posts, your contact center can make improvements to your business operations.
To ensure that each aspect of the business continues running smoothly, successful contact centers typically implement some type of reward system. Allowing agents to choose their schedule or selecting an “Agent of the Year” or “Agent of the Month” award can be effective ways to promote a positive work environment that yields results.
While each of these secrets is a good starting platform, each contact center needs to tailor them based on the needs and individual environment of your office. If you are looking for more ways to improve your contact center, contact KOVA to explore its workforce solutions today!