• Call Center Operators

    November 13, 2019

    Posted in: General

    Experience shows that the more time supervisors spend trained call center operators, the offering of higher profits. Therefore, the company had reduced the number of workshops for supervisors, and administrative tasks, in particular, work with voice and electronic mail, it was recommended that a supervisor at the beginning and end of the day. And, of course, important not only to the amount of training, but also its quality. Supervisors should surpass even the best of call center operators in knowledge of product or to use existing systems, and themselves – to explore the next level of technology: technology improve tone, the study of the needs of the customer transaction. All of this leads to the conclusion that one of the most important points of the educational programs should be teaching themselves supervisors, and not just as a brief lecture on how and whom to teach, but in the form of serious training with role-playing games and submission of development plan for the employee. Sometimes the rewards program rewards programs may encourage operators call center to undesirable behavior.

    If the measure of the quality of sales volume to take profits per month, it will lead to what operators call center will not pay attention to all clients. Ideal system is one in which all tracks in a complex – and revenues, and expenses, and quality of service, with daily on each operator call center. However, bringing all the criteria for balance – not easy. Experience shows that an independent evaluation of the operator's call center on all three criteria leads to the fact that, for example, if you call the operator center to the end of the month develops a good indicator of sales, then it ceases to be responsible for them in the hope of redress through a poor indicator of the average call duration.

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