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Improving Performance in the Call Center

Posted on Apr 16, 2009 by Tamika Drake, Call Center Coordinator

Over the years, I have found that working with the lead generation agents to improve performance is an integral part of managing the call center. In fact, we cannot be efficient or successful if we do not make this part of our daily routine. Improving performance incorporates many aspects, including communication, ”tools”, employee motivation, and growth opportunities. What do I mean, exactly?

  • Communication: We cannot expect our telemarketing agents to be successful if we do not define their jobs and responsibilities clearly. After we discuss goals and objectives, we must make sure that management and our agents are on the same page. Do they understand what we are looking for? Do they understand what our clients are looking for? Do they know what our goals are? We must come to an understanding of the main tasks and the levels of performance anticipated, and work out any bits and pieces that are unclear.
  • “Tools”: When referring to “tools”, I’m referencing all things that we need to do our job successfully — lists, equipment, a comfortable facility (don’t forget to assign someone to monitor the thermostat), Marketing Communication Guides, etc. If we do not have “tools” that are sufficient – or if our environment is uncomfortable – then as a manager, we need to take appropriate steps to improve. Even simple things need to be considered – Sitting in a chair in which you cannot adjust the height provides an unnecessary distraction, which can hinder performance.
  • Employee Motivation: Making sure that our agents clearly understand and accept their roles, as well as take pride in our organization and their work is also important. I know some people feel this is based solely on the agent wanting to do a good job. I have to say that providing agent motivation also plays a factor. When agents are motivated, they are much more likely to want to do a good job. We must make sure that we are there for our agents, and recognize and reward outstanding performance. This can be as simple as a pat on the back, a small incentive, being responsive to their questions, being supportive when things do not seem to be going right, and being flexible when those extraordinary situations arise.
  • Growth Opportunities: In our environment, it is important for us to not only train new agents, but to also develop the skills of our most experienced agents. It is up to managers to provide our agents with the skills they need to do their jobs effectively – and to also challenge them to learn new skills and develop beyond their current performance. Although much of this is achieved through our training and certification processes, we also need to provide our agents with assignments that will allow them to learn new skills and achieve higher levels of responsibility. Promoting growth will have a direct impact on agent performance.

Tagged: telemarketing lead generation, telemarketing leads, telemarketing agent performance, lead generation performance, lead generation

Comments

Anabel said:

A focus on continuous improvement is important to the management staff at TeleNet. We continually challenge the MCS talent pool and push them to go further…we want them to leverage their education and skill-set and apply that to more “intuitive” intelligence gathering. This helps us deliver much better call quality. Making a dynamic working environment equals a better product. That is one of the most exciting parts of our day-to-day, here at TeleNet.

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