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Seven Steps to Improve Call Center Operations

The call center operations within any company are only as strong as its leaders. Agents may have all the training and skills necessary to deliver an effective performance; yet weak leaders or poor training can leave even the most seasoned and professional agent left with little room for improvement. Fortunately, Knowlagent has developed a playbook for call center leaders. This playbook offers the seven fundamental plays from the coaching all-star playbook, designed to empower call center leaders to develop a team to drive optimal call center operations. This playbook offers fundamental plays considered to be the hallmarks of great coaching in the call center space.

1.      Deliver True Coaching

Providing the call center operations team with some tips for moving forward is not coaching. Targeted training for frontline supervisors to help facilitate great coaching is key for success in all call center operations. A Knowlagent study found that 80 percent of executives do not believe supervisors have the right skills for coaching. Proper training starts from the top down.

2.      Make the Coaching Targeted

It can be a challenge for supervisors within the call center operations environment to keep up with the performance of all team members and individualize coaching plans. When KPIs are linked, coaching instances can be targeted to performance trends to identify problems and opportunities for enhanced performance.

3.      Coaching Should be Frequent

It is easy to spend too much coaching time on those who are performing at the lowest levels. Time has to be made for both agents and coaches to interact on performance problems and opportunities for enhancement. Call center operations will benefit from frequent coaching of all agents with fairly equal distribution of time.

4.      Coaching Should be Actionable

When coaching is not actionable, it is really just advice. Call center operations improve when coaching is actionable. To accomplish this, supervisors should break the call down into key steps; identify the step where the agent is struggling; and identify the behaviors that are needed to execute the step effectively.

5.      Coaching Should be Consistent

When coaching happens on an ad hoc basis, agents performing at similar levels will receive very different levels and types of coaching. Call center operations will improve when standards are created and built into the coaching process.

When coaching goes unmeasured, call center operations overall suffer. A measurement system should be embedded into the overall training process so that leaders know who and what is getting coached and how it links to performance.

6.      Coaching Must be Measurable

When coaching goes unmeasured, call center operations overall suffer. A measurement system should be embedded into the overall training process so that leaders know who and what is getting coached and how it links to performance.

7.      Individual Accountability Should be Required

Mechanisms for increasing performance should be present for effective call center operations. When this is not in place, agents can quickly become dissatisfied with their prospects for advancement. Through creating a partnership for overall improvement and performance all call center operations will benefit.

Originally posted at: http://www.tmcnet.com/channels/call-center-operations/articles/200584-seven-steps-improve-call-center-operations.htm

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