Robots need not apply: The three secrets to high performance call centre staffby
Rodney Kuhn outlines three steps to creating adaptable agents in your call centre.
1. Create adaptable agents
Contact centre agents need to be able to shift their thinking, switch to new work processes and be willing to flow to work easily so that it is transparent to the customer. Examples of coaching opportunities include:
- Information about upcoming marketing programs, or coaching on how to responds to questions about a marketing promotion - this keeps the communication channel open between departments and creates a positive experience for the customer because they are able to get their questions answered by a knowledgeable representative of the company.
- Best practice responses for a positive or negative social media post on Twitter or Facebook - if your contact center is communicating with customers via the social channel, this is an entirely different way to work that is very public, and needs to be handled differently than traditional call, email and chat communication.
- Learning the quickest way to navigate your CRM system - sometimes just knowing the quickest way to resolve an issue makes all the difference to achieving a positive customer experience.
- Share best practices of another agent who did an outstanding job, which not only show how to do something by example, but also it provides recognition for agents.
2. Coach them in their seats
- Through call recording, screen capture or both, it is critical to experience what is taking place during an interaction so that supervisors can quickly and easily review, evaluate and provide feedback to the agent.
- By listening to recorded phone conversations between agents and customers, contact center managers can evaluate whether the agent is adhering to the script, and to ensure that their performance is appropriate from a customer service standpoint.
- By capturing insights from customer interactions, presenting them in a personalised format through regular, coaching and delivering this training to the agent desktop - when and where they need it - saves time and money, and enables supervisors to address the specific needs of each agent, rather than teaching to the lowest common denominator.
3. Position to succeed with analytics
- Contact centre supervisors can evaluate whether the agent is adhering to the script, and to ensure that their performance is appropriate from a customer service standpoint.
- Managers can track the rate of first-call resolution and coach contact centre agents to adjust their process or quickly give them the information they need to answer customer questions on the first call.
- Cross or up-sells can easily be measured, and can significantly increase by coaching the agents to simply “ask for the sale” or “do you know about this solution?” at a certain point during the call.
- You can measure your company values by tying your contact centre success metrics to those core values - for example, if one of your core values is to “put the customer first,” you may define metrics around whether or not the agent asked the customer “how are they doing today?”
Rodney Kuhn, a pioneer in the field of CTI and call center software, launched Envision in 1994. It is best known for Click2Coach, the company’s award-winning product for agent effectiveness and performance improvement.