Uncategorized September 7, 2019
I have found that leadership skill training of middle management in the contact center environment is lacking at best and non-existent at worst. As I talked about in an earlier post, too many contact centers just promote reps that did a good job when a supervisor/team lead leaves. You can’t hand the keys to a new car until you know that person is ready to drive yet it seems to be the way many centers operate. We must train our middle management in many different aspects of the contact center world.
Secondly, scripts contain relevant information about your business and products. Should callers have any questions, operators can simply refer to your script. They’ll be able to provide a ready answer that’s accurate.
Make no mistake here. The life of a Titan Call Center Tijuana agent isn’t all about late-night take-away pizzas and lots of cash to splurge. Several human resource surveys have designated a job at the BPO as one of the most stressful ones. If you are someone who regularly outsource work to call business outsourcing centers, you know that your work is delivered right on time. There is never a delay in your projects. That may make you feel that the work done in these contact centers are not really that hard to manage. If you come to such conclusions, you would be in the maze of deep-seated fallacy.
Make it easy on yourself by offering and honoring a guarantee. It will increase your conversion rate, and unless your product is total JUNK, it won’t increase your refund rate.
You can try sales of things that you no longer need. You can put up an online bazaar or garage sale. The internet is a good way to advertise your stuffs. Or you can do buy and sell. You can buy cheap products and have them sold in a higher price. An example of a site that does online sales is Ebay. Or maybe you are a good cook; you can post your food creations and have others order from you. You can post your number or email address in the net.
Next, think about your customer base. Chances are, many of your customers are working professionals. This means they will be at work at the same time your business is open. If you do not have any sort of answering service, then your customers will not be able to reach you when they actually can make the call. This means, you could be losing numerous customers to the competition. In today’s competitive world, this can be detrimental for your business.
This process is repeated several times. Never does the technician offer to take the PC back. They don’t make money on returns. Finally you run out of patience and escalate. After going through several levels, you finally make such a nuisance of yourself they direct you to return the unit and replace it. Of course, there is some risk you may get another lemon but not likely.
Pay full attention to the people you have on board now, be fair and thorough in your evaluations, measuring the right things the right way, and you’ll go a long way toward remedying the turnover and underlying motivational problems that plague calls centers and the people who work in them.