Jonty’s Tips

Jonty shares a mix of contact centre learnings, observations and shared experience.

There’s gold in ‘them there’ call recordings

There are golden nuggets of information in your call recordings. You need to ensure that you listen to call recordings regularly as they are a great way of pinpointing customer service problems and highlighting the ‘moments of truth’.

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Learn from your mistakes

If you want to reduce errors then you need to learn from your mistakes.

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The secret of good team leaders

To be a good team leader you need to actually like people.

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Make sure Data Protection guidelines do not get in the way of your business

Lots of companies do silly things in the name of compliance, particularly with Data Protection guidelines. You may need to challenge these guidelines if they get in the way of good customer service.

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Product knowledge is critical

So many contact centres seem to skimp on providing proper product knowledge to their staff.

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Make it easier for agents to book holidays

Make booking holidays as easy as possible for your staff. It is a great motivator.

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Look at the abandon rate in the IVR

Look at the number of people who abandon in the IVR. Most contact centres only measure abandoned calls after they have left the IVR system.

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Keep in regular contact with people who are off sick

If somebody has phoned in sick, phone them back later in the day to find out how they are getting on. It shows that you care as a manager, and it is a great technique for reducing absence rates.

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