Call Center Software | Quick Tips: Contact Center Quality Logs | Envision
Apr 24, 2007

Quick Tips: Contact Center Quality Logs
Posted by: Connie Smith

Today's quick tip for call centers comes from Kathy Zeier of SUPERVALU:
We keep a log of all agreements made for scoring attributes (and all other quality decisions). This is a great reference when a concern comes up again (and it always seems as if the same issues keep popping up periodically). We may change our decision or we may not if nothing influencing it has changed.

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Quick Tips: Contact Center Quality Logs - 10:02 AM | Call Center Best Practices | Add Comment (0) |
Apr 19, 2007

Call Center Quick Tip: Bookmarking Calls
Posted by: Connie Smith

Flickr photo courtesy of DigiPicker









Today's call center quick tip comes from Cammy McCafferty of Northwest Airlines:
Use Click2Coach to bookmark parts of a call. We bookmark great assurance statements or a great way to ask for the sale. We can then play a small part of a call to demonstrate the behavior we are looking for. Using the bookmark allows you to review one area without having to play the entire call. We can then save them to play for other agents who are having difficulty in a certain area.

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flickr photo courtesy of DigiPicker

 
Call Center Quick Tip: Bookmarking Calls - 1:28 PM | Coaching & Agent Effectiveness | Add Comment (0) |
Apr 16, 2007

Quick Tips: Fly-bys in the Contact Center
Posted by: Connie Smith

Flickr photo courtesy of Blue Shoe Photography









We all crave it. We all want it in one form or another: recognition for a job well done! One of my favorite ways to recognize reps is to give them fly-bys. What are fly-bys? They are easy, inexpensive and effective ways to recognize your staff. They are called fly-bys because you make a comment of recognition as you are walking past their desk. Something like "Hi Susan, say I just monitored a call you had with Hazel Baumgartner…. Thanks for being so patient in repeating everything. It was quite obvious that Hazel had a hearing problem and you handled it like a pro!"
 
To make sure you are touching everyone, keep a list of reps names and check them off as you recognize them. It’s amazing how powerful fly-by recognition can be as a motivator… and best of all, it is easy to do and doesn’t cost but a few seconds.  

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flickr photo courtesy of Blue Shoe Photography

 
Quick Tips: Fly-bys in the Contact Center - 9:20 AM | Coaching & Agent Effectiveness | Add Comment (1) |
Apr 12, 2007

Quick Tips: CSR Personal Action Plans
Posted by: Connie Smith

Flickr photo courtesy of tayker









When you do training, you need a process to measure effectiveness. Give each individual a personal action plan. Here is an idea that has been used successfully for many years and it’s really simple to apply:

Develop a form with the following words on it. Stop, start and continue. At the top of the page write STOP. In the middle of the page write START. At the bottom of the page write CONTINUE. Now give each person that will be trained their own stop, start and continue sheet. Throughout training, ask them to write what they will STOP doing from now on, what they will START doing from now on out and what they will CONTINUE to do. An example would be that a rep might be going through empathy training. They may write down, that they will START showing more empathy by acknowledging the customers problem. “I’m so sorry to hear that you are having a problem with our product.”

 

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flickr photo courtesy of tayker

 
Quick Tips: CSR Personal Action Plans - 4:14 PM | Coaching & Agent Effectiveness | Add Comment (0) |
Apr 05, 2007

Quick Tips: Benchmark Your Best CSRs
Posted by: Connie Smith

Look at your best agents and consider them a benchmark for your center. Find out what makes your best performers the stars by interviewing them, double jacking with them and by reviewing call and screen capture. Incorporate findings into training and coaching. When you are recruiting for new reps, look for similar skills and behaviors of your benchmarked reps… You just might get more of the same…. The best!

 

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Quick Tips: Benchmark Your Best CSRs - 12:00 AM | Coaching & Agent Effectiveness | Add Comment (0) |