When you're running a call center your priority should be customer satisfaction. That involves giving your callers the exact information that they need expeditiously. You also want to get customer feedback so that you can continuously train your representatives.
Instead of just recording calls with customers, hire call monitors to work with CSRs (customer service representatives). Allow the monitors to listen in remotely to calls that are picked at random. Do not give the employee any indication that he is being monitored because you want to hear him to be natural and relaxed. After the call is completed, patch the call monitor into the employee so that she can give him feedback immediately.
This strategy will cause each employee of your call center to be more conscious of what he says while on a call. It will encourage him to follow procedure and allow you to correct any problems immediately. If you see that one or more CSRs is receiving a rash of complaints or too many escalated calls, you can increase the number of monitored calls so that the problem can be identified and rectified quickly.
When a customer calls one of your CSRs, you want the representative to have a layer of protection, which is why you will likely ask each one to identify himself with just a first name. But if for some reason the customer has to later identify the employee it will be difficult to find him with just that first name. Instead, assign a unique employee identification number to each CSR and require that the representative give this number in addition to his first name.
According to the Incoming Calls Management Institute, the average customer will spend about 122 seconds waiting to speak to a representative (including the automated system). When a customer is holding on the line for over two minutes, that can lead to his frustration or the end of the call.
Set up public notifications for both the representative and his manager to hear when a customer has been waiting on hold for over two minutes. This could be a very annoying beeping sound in the earpiece or a mild buzzer that goes off on the CSRs desk. At evaluation time, you can take note of the frequency that these notifications go off and discuss solutions. You want the worker to be constantly aware of the need to take care of customers expediently.
To show your caller that you care about his opinion and satisfaction, route him to a phone survey after each completed call. Ask for the customer's opinion about the professionalism of the CSR and whether or not the problem was resolved efficiently.
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