A call center’s overall productivity depends on how the agent workforce performs in tandem with the available technologies. Here, the role of call center manager is vital.
However, when it comes to increasing agent’s productivity, the idea slightly differs from the idea of picking the right technology because agents are individuals and each one is different from the other as one may be quick at convincing the customer for sale while could be slow but better at customer retention.
A call center manager should always keep this in mind that at certain times individuals need individual attention. It is not an easy task for the managers. So, here are some critical steps that a call center manager should take to improve the overall productivity of agents in day to day scenario of call centers.
1. Knowing Your Agents Not Only By Names But More
It is the most important aspect for the call center manager to not only know their agents but to understand them well. It includes knowing their traits, their strengths, and weaknesses. This practice helps in a smart deployment of the agents and assigning them the roles they fit best for.
When the right agent is assigned the right task, it becomes highly likely to achieve overall good productivity because then the inherent skills of agents are utilized completely. In this way, working on the strength of the individual agents opens more avenues to work better as a team and get the best possible results.
2. Making the Customer Information Handy
It matters a lot to make the customer information available to the agents so that they are prepared to handle the customers in advance. It improves the quality of responses coming from them because now an agent already has the background knowledge of the ongoing issue.
The agent can prepare better to solve the problem of the customer. In the same context, it is equally necessary to integrate the call center software with the CRM (Customer Relationship Management) software.
The CRM software brings many utilities with it, such as task automation, better analytical data, and reporting for seamless customer experience.
3. Autonomy for Agents
The agents should be given an extent of autonomy in their responses and their ways of dealing with customers. This autonomy brings flexibility to the customer service because then agents can explore more ideas to deal with customers.
Such flexibility opens the possibility for more creativity from the agent’s side. After briefing the agents about the ongoing issue, it is advisable to make them take their own decisions while doing customer service.
Once the agent is given responsibilities to decide on their own, they become more accountable for their performance and producing better results. In other terms, an individual is taken to its best potential if they are valued and feel trusted.
4. Perpetual Training for Agents
To face new challenges, it is essential that the agents should be well prepared regarding their abilities and knowledge about the product and services. So, the call center manager should plan and arrange the training sessions according to the contemporary trends.
A call center manager should also keep working on his knowledge and current trends and technologies of call centers. There are various technologies and tools surface up regularly that can help the call center to achieve more productivity. So, it is equally necessary to remain conscious about enhancing the technology infrastructure and make the agents aware of it.
5. Recognizing a Good Performance
Appreciation and encouragement lead to motivation, and that improves the performance of agents. So, despite the chaotic environment of the call center, a manager should always recognize and be open to the express the same because such recognitions inspire agents to perform better.
It also includes incentives and timely performance appraisals. Reward your agents for the work they have done and make sure your agents are not underpaid. Productivity depends on how the agents are compensated for their hard work.
Being a call center manager is tough, but being proactive with performance analysis leads to more success and higher productivity. Professionalism is necessary but the call center manager should also wear empathy and compassion on his sleeves, and it should be balanced with the other.