GoResponse Telephone Answering Service Staff

The key to boosting call centre performance

performance increaseCall centres, much like businesses in general, constantly evolve. This means that something that works well to begin with can eventually cause problems if left unchecked. Managers must be on the lookout for ways to continuously boost performance and reduce hindrances as a result. Luckily, there are several easy steps that can be taken to achieve this.

As part of their daily routine, managers should listen to their agents’ first calls, allowing them to review operations and nip any issues in the bud before they worsen. Providing this feedback with a quick chat over a coffee can help invigorate a team, which makes for a productive environment.

It is also important to recognise those who are doing well, so it is a good idea for telephone answering services to appoint a deputy. These individuals do not get a bump in salary grade, but it provides a way for people to boost their career options while recognising a job well done.

Another important process is following up with unhappy customers as quickly as possible. A good Net Promoter Scores (NPSs) if scores above two are consistently achieved. By engaging with angry or upset consumers quickly, negative situations can often be turned around. It is a good idea to set up a super detractor (SD) centre and have one agent manning it at all times; if there are any unhappy callers, the SD is tasked with following up promptly.

By reviewing operations on a regular basis and taking advantage of opportunities to streamline them, productivity gains can be made.

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