Comments on: 12 great tips to improve call centre performance

By: Nai

Nai — Tue, 20 Dec 2011 11:12:32 +0000

Thank you very much for your wonderful tipes.

By: Inbound Call Center

Inbound Call Center — Wed, 21 Apr 2010 23:01:38 +0000

The key to improving the performance of a contact center is to reward your top performers in order to create a benchmark that fellow call center employees can strive to emulate or even surpass. Setting targets, encouraging positive behavior and creating an atmosphere that prizes self development will not have positive repercussions on the employees but will also impact the bottom line in a positive direction.

By: Naveen

Naveen — Wed, 11 Nov 2009 13:21:09 +0000

Great help and need more for business development managers

By: Niko

Niko — Wed, 23 Sep 2009 10:40:04 +0000

I would like to know more about pitching as a Customer interaciton agent for OCIS. An example,, Hi, Mr. David this is niko calling on behalf of Optus, How are you today? response by clients (good)Agent: well that’s great to hear…Note: since i am dialing to a post paid mobile of a customer, this is how we pitch, apart from your mobile do you have a home phone and internet….(Note: i have to sell home phone,on LAD, broadband, OW- wireless home phone,and internet, even net book with built in 3g internet – mini version of a laptop….

By: Steven Boring

Steven Boring — Tue, 01 Sep 2009 16:54:37 +0000

Encourage and promote friendly competition. This can be done between departments, offices, reps etc. Challenge another office working on a similar project. Set the criteria for the competition. Short “sprint” competitions keep things fresh. Double elimination formats can keep an office in the competition if they under perform once. Offer immediate prizes for the winning offices or reps. This can lead up to a grand prize for the overall winner. Excellent way to build camaraderie inside your team.

By: tracy allen

tracy allen — Thu, 20 Aug 2009 09:54:53 +0000

please keep updating me thanks

By: SYED AMIR

SYED AMIR — Tue, 12 May 2009 05:36:10 +0000

GREAT INFORMATION AND WOULD APPRECIATE IF YOU COULD KEEP IN TOUCH AND PROVIDE ME SIMILAR INFO AS AND WHEN POSSIBLE/AVAILABLE IT WILL HELP ME OUT IN MY JOB.

By: Avi Gitlin

Avi Gitlin — Tue, 10 Mar 2009 21:45:07 +0000

Improving performance begins with providing the agents the proper training before a campaign goes live. Too many times companies will train customer service agents on solving specific cases, without providing enough background information. The more information and greater empowerment agents posses, the higher the service levels will be.

By: Dave Lee

Dave Lee — Fri, 06 Mar 2009 14:41:47 +0000

An alternative mechanism to improve call centre performance is call avoidance. Detailed analysis of why customers are calling and the resultant root cause analysis can uncover many different issues, often outside of the control of the call centre, that are causing customers to call – broken back office processes, faulty batches of products, confusing or inaccurate information on documentation or website, etc, etc. Eliminating these avoidable calls allows agents to spend more time on the calls that are left, which hopefully generate more revenue or improved customer satisfaction and loyalty.

There are several ways to do this analysis, but the most effective and rapidly maturing mechanism is speech analytics – mining the vast store of customer knowledge that is locked up in your call recordings, of which we listen to less than a small fraction of 1% on average – and even then we are usually listening to what the agent is doing and not what the customer is saying. Not only can speech analytics help identify the areas of concern, it can also provide the quantified data that can support putting the investment in to fix the issues.

By: Paul Smith

Paul Smith — Thu, 05 Mar 2009 16:07:12 +0000

Using live agent training solutions, where staff can click a button to broadcast their desktop to a team leader/product specialist whilst also broadcasting the telephone call is a major help! Reduces staff churn as they can learn on the job, whilst also increasing customer service levels without the customer being aware of anything. Even if the team leader/product specialist has to take over the call, the agent is seeing & hearing everything which then prevents the situation occuring again.