The call center world sometimes relates very closely to the other “worlds” of customer experience management.
We just need a little translation.
In the recent call center-focused article Satisfy Your Workforce For Higher Customer Service Levels, the author describes some of the keys to having a satisfied call center staff. Let’s start the definition process. Think of “call center staff” as employees. The author describes the link between employee and customer satisfaction, and then he talks about how to improve employee satisfaction.
He says you need to have “adherence goals and objectives based on the unique characteristics of their call center environment.” Translation: Set expectations with staff and goals for staff that are specific to their scope of responsibilities.
The author notes that “defining expectations should (include)…consulting your staff.” Translation: Make development of goals and defining expectations of staff a dialogue. If they’re part of the process, their buy-in will improve.
You also “need to average handle times of calls and identify potential barriers that might prevent adherence.” Translation: Find the barriers to your employees’ success, and eliminate those barriers.
It’s beneficial to have “incentives that boost an agent’s willingness to comply with their schedule.” Translation: Identify key rewards/recognition opportunities to incent staff to change behaviors and improve.
In business, you can always learn from others. Sometimes you just have to be a good translator.
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