improve your call centre workforce performance

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Page 1: Improve your call centre workforce performance
Page 2: Improve your call centre workforce performance

Improve Your Call Centre Workforce Performance

Page 3: Improve your call centre workforce performance

Improve Your call Centre Workforce Performance

Here are some tips to optimise your customer care operations;

• Provide your customer care agents with detailed information and reference manuals

• Provide training to make sure your customer care representatives can provide the correct responses to questions they cannot answer

• Personalise training where you can to make sure you bring out the best in every customer care agent

• Make sure your call centre is appropriately staffed

• Make sure your most knowledgeable call centre agents support others

• Improve your IT infrastructure so that you can get precise data

• Spot check your agents by calling or listening to recorded calls

• Make sure you keep agent morale high, financial incentives and good working conditions are very important.

It is definitely not an easy task especially for companies that do not have a large HR

department. However, there is always the option of outsourcing, make sure you also look

at outsourcing options as this may save you a lot of time and money.

Considering outsourcing: check out Malta as a potential nearshoring destination... read m

ore here

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Page 4: Improve your call centre workforce performance