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’.
(Read more...)Learn from your mistakes
If you want to reduce errors then you need to learn from your mistakes.
(Read more...)The secret of good team leaders
To be a good team leader you need to actually like people.
(Read more...)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.
(Read more...)Product knowledge is critical
So many contact centres seem to skimp on providing proper product knowledge to their staff.
(Read more...)Make it easier for agents to book holidays
Make booking holidays as easy as possible for your staff. It is a great motivator.
(Read more...)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.
(Read more...)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.
(Read more...)Floating hours
There are going to be periods when you get busy and need some extra flexibility.
(Read more...)Get your team leaders to spend less time on emails
It is very easy for team leaders to think that responding quickly to emails is more important than coaching.
(Read more...)Forum
- jc_byblos on Call Calibration Tracking
- jc_byblos on How do I reduce my Wrap and Hold time?
- 5259955 on to determine FTE requirements
- Dhruv Bhatnagar on Outbound call outsourcing advice
- Harris on Mobilisation of new contracts
Comments
- Dougie Cameron on 17 top tips for workforce management
- Sani on The best KPIs to use in your call centre
- Derynda Howells on Time to drop the automated phone systems?
- David Middleton (Louis) on Linkedin profile on Businesses lose money through poor customer experience
- Esperiniño A.salinas on Top tips for building rapport on the telephone












