Call Center Software Tips in motivating your call center agents. A call center is able to give tips to supervisors and managers of call centers ways in motivating bored, burn out agents. Read on the following:
Being able to give your agents pep talks will greatly influence their behavior. Thank them for being the busy bees they are and trying to give them hope that work isn't everything and that the company appreciates and all their efforts are never in vain. Another vantage point while you are giving pep talks is that you are also preparing them for the worst. This wold involve the targets the company needs to achieve. Then, there are expectations of the company in terms of volume, the challenges most likely to be faced and the emotions they might feel once the pressure is on. Do not discourage them though, just give them a reality check every once in a while.
Also, never speak negatively about a client. As a supervisor and manager, you will be epitome of what is used to be when you were once an agent yourself. This will create an impression of you and your work ethics. Be the role model as they think you are. Once you are on a roll with your staff, make sure that you are not the only one talking. Let them put inputs in the discussion as well.
Lastly, in creating motivation among your agents, always be a visible coach. Your presence will give them a feeling of security and are most likely to take their jobs seriously.
Call Center - Steps in Coaching Call Center Agents
Call center management is complicated. However, it can be simplified with the proper tools, such as Inova Solutions' Performance Tracker 2.0. This is a web-based dashboard that gives managers real time facts and data to work with, allowing them to make more effective decisions and adjust their plans quickly as different situations arise. Potential problems can be nipped in the bud with this call center management tool.
The Performance Tracker works by consolidating metrics and data from multiple sources and displaying it all on one cohesive dashboard that can be customized according to your needs. Managers first see a high level overview of their business and operational metrics, but they can easily drill down into various sections to learn more details. Moreover, the system allows management teams to instantly compare actual performance versus goals, and this knowledge allows them to take immediate and effective action. All the essential information can be displayed at a glance with Performance Tracker - key performance indicators are displayed graphically in the form of charts, gauges, and grids.
Another positive aspect of the Inova Solutions call center management tool is the way that it integrates with nearly any data source, including ACDs, workforce management systems, and even internal databases. Furthermore, since the dashboards are built on Microsoft Sharepoint, customized viewing options are easy to create and edit.
Of course, the main positive of Performance Tracker is the fact that it helps businesses become more efficient and therefore more effective- managers spend less time running reports and more time on coaching their agents and managing their call centers.