As an operator of an after hours call center, you are committed towards providing the best service to the customers that require your agents' assistance. You know this is a going to be a very challenging goal. Hence, having a good idea as to how you can easily achieve this will make it easier for you to carve out a name for yourself in this competitive field.
Stress has been among the many things that agents have to go through and deal with when working in this particular industry. It is stressful enough that many of them have to work during unholy hours. The mere fact that they have to deal with frustrating and really difficult customers at time is enough to make one to want to pull at his hair. So, giving them ways to deal with these issues better is essential.
Have a room near the production area where people can go to every time they need to find some respite and some comfort over how things actually unfolded while they were talking to a recent customer. There are instances when they might feel very frustrated or stressed out. Going to a place where they can vent out all these frustrations is going to help them out a lot in the process.
Establish set goals that every one in your team should achieve. It is important to come up with a way on how to ascertain where every one else is on the scale towards meeting these goals. Find ways on how to work on people who are having a hard time attaining their goals. This way, you can come up with better support to help push them forward along the way.
Learn from experienced agents too. It is always helpful if you will allow the tenured agents to speak out to the rest of the newbies every once in a while. The way they do their job, the way they have kept their passion, and the way they have handled the pressures and the stresses of the job are always things that your newly hired reps are going to appreciate knowing.
Reward your workers more often. It is a fact that handling customer issues over the phone is already as stressful as things get. You would never want to give your employees the impression that you do not really care that much about them. Instead, come up with a scheme where they get rewarded if they perform better. Thus, creating more motivation in the process.
There should be proper communication between you and the rest of the representatives that you have deployed into operation. You need to find ways on how to make at easier for them to raise their concerns and let their voices be heard. Also, provide support to ensure that questions they have about the way things are supposed to be handled on the floor are addressed.
Another must have in an after hours call center is to ensure there is proper training for every agent there is. Before deploying agents to the floor, they are often subjected to comprehensive training. However, this does not stop there. New developments, new updates should be rolled out every once in a while to ensure that the rest of the your reps are aware of these changes.
Stress has been among the many things that agents have to go through and deal with when working in this particular industry. It is stressful enough that many of them have to work during unholy hours. The mere fact that they have to deal with frustrating and really difficult customers at time is enough to make one to want to pull at his hair. So, giving them ways to deal with these issues better is essential.
Have a room near the production area where people can go to every time they need to find some respite and some comfort over how things actually unfolded while they were talking to a recent customer. There are instances when they might feel very frustrated or stressed out. Going to a place where they can vent out all these frustrations is going to help them out a lot in the process.
Establish set goals that every one in your team should achieve. It is important to come up with a way on how to ascertain where every one else is on the scale towards meeting these goals. Find ways on how to work on people who are having a hard time attaining their goals. This way, you can come up with better support to help push them forward along the way.
Learn from experienced agents too. It is always helpful if you will allow the tenured agents to speak out to the rest of the newbies every once in a while. The way they do their job, the way they have kept their passion, and the way they have handled the pressures and the stresses of the job are always things that your newly hired reps are going to appreciate knowing.
Reward your workers more often. It is a fact that handling customer issues over the phone is already as stressful as things get. You would never want to give your employees the impression that you do not really care that much about them. Instead, come up with a scheme where they get rewarded if they perform better. Thus, creating more motivation in the process.
There should be proper communication between you and the rest of the representatives that you have deployed into operation. You need to find ways on how to make at easier for them to raise their concerns and let their voices be heard. Also, provide support to ensure that questions they have about the way things are supposed to be handled on the floor are addressed.
Another must have in an after hours call center is to ensure there is proper training for every agent there is. Before deploying agents to the floor, they are often subjected to comprehensive training. However, this does not stop there. New developments, new updates should be rolled out every once in a while to ensure that the rest of the your reps are aware of these changes.
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