A call centre manager’s work is never done. He/she must constantly endeavour to improve performances in order to maximize profits made by the company he/she represents. However, as all good call centre managers know, running a successful business has nearly nothing to do with getting phone agents to push sales on their customers. It has everything to do with developing and growing relationships.
Strong relationships between managers and their phone agents are what help to make call centres great places to work. But what can you do to make your call centre an even better place to work?
Recognize your employees.
Everyone likes the feeling of being appreciated. And because call centre employees are often parts of big teams, they can often be made to feel like they only play small roles. It’s important to let each and every one of your reps know that their contributions matter. Offer rewards for both top performances and most improved performances and don’t shy away from offering public recognition for both.
“According to Gallop, 69% of employees would work harder if they were better recognized,” reports Vincent Nero on CallMiner.com, “And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%.”.
Invest in proper training.
The best way to make your call centre a great place to work is to make it awesome from day one. New hires often feel like they’ve been fed to the wolves. Not only do they need proper training, but they need help integrating with the rest of their co-workers. Try using a “buddy up” system that pairs an experienced worker with a new hire to help the latter to get assimilated. It’s important that your newest team members are confident they’ll be able to handle their responsibilities.
“Have your good and bad agents work together,” suggests Briana Songer on Playvox.com, “Have them (and your centre) learn what is working and use this information as an aid for training. This lets everyone improve their own performance by gaining the top performers’ knowledge and ideas.”
Make your applications more user friendly for your agents.
As we pointed out in our last blog, the calling software used in your call centre needs to be top-notch. How else can you expect to receive top-notch performances out of your team if the system they’re using is subpar? “Take a look at their desktop and watch how they handle the technology and the customer on a call,” instructs Songer, “Easy-to-use tech empowers and decreases frustration with your agents by giving them access to the right information at the right time.”
This is why MeloTel so highly recommends DaFeeder Preview Dialer. This simple web-based telemarketing software allows even the most inexperienced computer users to manage campaign dialing and dispositions. DaFeeder Preview Dialer has revolutionized how web-based technology can help small and medium sized businesses manage their telemarketing, customer acquisition and political survey strategies.
For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!