Hi All,
I am looking for some help on how to put together a call centre strategy to help put my call centre back on track as for the past three weeks we have failed to hit target.
I need to implement a plan of action with ideas that I will implement to help us get back on track and hit targets going forward.
The call centre is outbound and inbound, sickness is high and performance is low due to about 9 agents not performing, I have implemented performance plans for these individuals but I need to put together a plan strategy to present to the board on what I will do to ensure we hit and exceed targets.
I have never put a strategy together before so have no idea where to start.
Any help would be very much appreciated
Call Centre Strategy
Call Centre Helper Forum » Call Centre Management
(3 posts)
Posted 1 year ago
Hi Murraywood
First you have to identify all your weak agents, Their poor performance can be due to numerous reasons and that can range from personal reasons to low energy levels and so on, However you should start with a coaching session and revisit the product and re-evaluate your agent needs.
1. Call Evaluations- Here you can identify, Soft Sklls, Hard Skills and believe it or not Life skills
2. Once you've identified the problem area, start working on it.
3. Follow up on this after the coaching session and monitor the results.
Note- Remember to document the above to show your directors.
Summary
Strategy- refers to a plan of action designed to achieve a particular goal.
So show them your plan of action, whether it be in excel or word, In this plan of action you should show them where you are and where you want to go to.
Eg: Today i have 9 agents on so many minutes, calls etc.
I plan to have them on so much by next week and i'll get there by doing this.
I'll ensure that their breaks are reduced for optimal performance
Ongoing coaching with participation from my QA will enhance the production.
I hope the above gives you some sort of idea, The trick is to remain confident and passionate about your people.
Regards
Faahim Dajee
South Africa
Posted 1 year ago
Murray, I would also involve your Resource Planning team if you have one. They will be able to help you to map out a plan of action, what areas will provide the greatest yield etc, and help you to plan out step by step improvements. They can also help to put measures in place so as to show how the plan is progressing, or areas for further interrogation.
You need to optimise your resource and focus their performance with relevant information.
Good luck
Mark
Posted 12 months ago
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