In this technology savvy world, where everyday software and technologies are getting upgraded, human too isn’t left any step behind. Every being is up-to-date with whether it’s technology or anything else. And for the same reason, customer’s demands are observed to be increasing significantly.
If you’re running a call centre then you must ensure that your agents are performing well and that your audiences are happy with the service. If customers aren’t happy then it’s an alert for you.
Often, customers have been found complaining about the unpleasant experience they had with the call centre. And if this continues, business owners will stop opting for call centre outsourcing services and unwillingly, they would have to set up an in-house call centre.
Because call centres are made to deliver high efficiency in a low budget, therefore, they must continue with the same objective. Being a call centre owner, if you are making efforts to deliver high efficiency but still aren’t able to do so, then you should strictly follow some good and proven measures to provide a pleasant experience to customers.
Tips to improve a call centre efficiency
Possibly one of the best ways to start refining your call centre would be encouraging and motivating your representatives. If you won’t encourage them, they won’t get any motivation to do work. So let’s begin with the same-
Motivate your reps
Motivation is the key to success and the performance improvement. Every human is different and so every agent is. Everybody requires some motivation to execute a specific piece of work. No motivation means no work and hence, no productivity. If you are managing the call center then you must understand that different teams need different kinds of motivation. For some you may need more, others will require less while some are self-motivated. Whatever it is, motivation is very essential ingredients to a quality work and increased productivity.
Offer proper and regular training
To make representatives understand the work process, they must be offered proper training in the beginning. This will help them to understand the actual campaign and reps will learn a lot about handling issues and how to resolve them efficiently. But this is not enough. Often reps forget what they were taught in the training session because it’s been a long time and there were so many topics to remember. Also, the company’s scheme keeps on changing and every day a new update comes on. Therefore, it’s required to give your reps a regular training and keep them informed about every new update. This will help reps to transfer correct info to customers and increase the CSAT score.
Train your reps on first call resolution
Nobody wants to be kept on hold or to be followed consistently. Today, everybody is busy and wants a quick resolution to every problem. Therefore, it is crucial for every call centre to arrange a special training on first call resolution. In this training, agents must be given an in-depth knowledge of the specified campaign for which they are supposed to work. This will save agents from after hassle and will make customers satisfied with the service.
Re-consider key performance metrics
Key performance metrics play a vital role in improving the efficiency of the call center outsourcing services. As the name suggests, key performance metrics are used to examine the performance of the call centre. But most of the call center managers, when they think about these metrics, focus on just the average handle time (AHT) which doesn’t indicate anything about the outcomes of calls.
However, smart call centers are measuring various other outcomes such as:
· Customer satisfaction and loyalty
· New business sales
· Net promoter scores
· Lifetime value of customers
These outcomes can be extremely beneficial in calculating the actual efficiency of the call centers.
Conduct daily meetings with reps
Conducting daily meeting with representatives for 5-10 minutes in the morning would be both encouraging as well as the reps will get the target for the day and will understand what is expected from them. This makes reps feel that they are a strong group of the company which creates an enthusiasm within them to work productively throughout the day.
Agents must be empowered to make-decisions if required. They must be provided with every detail that they might require during the time of conversation with the customer. Agents must be given access to the tools that will help them perform a good job. Many managers think that giving empowerment to the agents can cause a revolt. But that’s not true. Instead, this will encourage agents, give job satisfaction, boost morale and will help in employee retention.
Only a happy agent can produce better efficiency. Therefore, they must be given rights to make and take decisions.
To make sure that business owners don’t lose faith in call center outsourcing services, call centers must improve their efficiency and work hard towards providing remarkable service.