Accountability is a key factor for the success of any call center. It means that agents and managers take responsibility for their actions, performance, and results. A culture of accountability can improve customer satisfaction, employee engagement, and operational efficiency. But how can you create such a culture in your call center? Here are some ways to do it.
One of the first steps to create a culture of accountability is to set clear and realistic goals for your call center. These goals should align with your business objectives, customer expectations, and industry standards. They should also be measurable, achievable, and time-bound. You can use key performance indicators (KPIs) to track and evaluate your goals. For example, you can measure customer satisfaction, service level, first call resolution, and average handle time. Make sure to communicate your goals to your agents and managers, and provide regular feedback on their progress.
Most of us are aware and speak of the two terms " Responsibility " and "Accountability" . while most of us use these terms interchangably ( one for the other) but there is a major difference. This can be understood with an example while everyone is responsible for any activity say cleanliness / orderliness , accountable is the one whose duty was to see that the place was swept well. generally it is the one who has the financial powers to approve of an action. While everything is going well everyone boasts of responsibility but when some thing fails the accountable person is often made the scapegoat to pretend that after this all will fall in place. Company need to have culture where everyone is accountable and not merely responsible.
Another way to create a culture of accountability is to provide training and coaching to your agents and managers. Training can help them develop the skills and knowledge they need to perform their tasks effectively and efficiently. Coaching can help them improve their performance, identify their strengths and weaknesses, and overcome any challenges they face. You can use various methods and tools to deliver training and coaching, such as e-learning, webinars, simulations, and call monitoring. Make sure to tailor your training and coaching to the needs and goals of each individual and team.
Human beings are of two types. Some willing to change ( training helps in gettng their potential out) others have made up their openions and are adement of not changing the Attitude. So an employee not so sound professionally is a better asset than one who has all the degrees but has firm and non negotiable opinions ( unwilling to adapt ).
A third way to create a culture of accountability is to recognize and reward achievements. Recognition and rewards can motivate your agents and managers to perform well, exceed expectations, and take ownership of their results. They can also boost their morale, confidence, and loyalty. You can use different forms of recognition and rewards, such as praise, feedback, certificates, bonuses, incentives, and gamification. Make sure to recognize and reward both individual and team achievements, and make them timely, fair, and consistent.
Money is not always the best motivator, today employee is willing to work in an environment where his opinion is valued, has potential to grow persoaly on social fronts but als oacquire skills helping him on professional front. He would love to share his concerns with a boss who visits him on his table and enquires his difficulty in achieving the targets and pats him once in a while on his back for the efforts made ( even if they did not reach desired results to his expectations)
A fourth way to create a culture of accountability is to encourage feedback and collaboration. Feedback and collaboration can help your agents and managers learn from each other, share best practices, solve problems, and innovate. They can also foster a sense of trust, respect, and transparency. You can use various channels and platforms to facilitate feedback and collaboration, such as surveys, forums, chats, and meetings. Make sure to solicit and provide feedback regularly, constructively, and respectfully. Make sure to promote teamwork, cooperation, and support among your agents and managers.
A fifth way to create a culture of accountability is to address issues and challenges. Issues and challenges can affect your call center's performance, quality, and reputation. They can also demoralize your agents and managers, and erode their accountability. You can use various strategies and techniques to address issues and challenges, such as root cause analysis, action plans, corrective actions, and preventive actions. Make sure to identify and resolve issues and challenges as soon as possible, and involve your agents and managers in the process. Make sure to communicate the outcomes and lessons learned from the issues and challenges.
The solution lies in taking the problem head on looking at all the issues which led to the problem rather than quick fix solutions. Create an system of safety so that while the foundations are strong we are dealing with the newer problems and not sorting out old issues again and again
A sixth way to create a culture of accountability is to lead by example. As a call center leader, you have a significant influence on the behavior and attitude of your agents and managers. You can set the tone and expectations for accountability by demonstrating it yourself. You can do this by setting and achieving your own goals, providing and receiving feedback, recognizing and rewarding achievements, collaborating with others, addressing issues and challenges, and admitting and learning from mistakes. Make sure to show your agents and managers that you value and practice accountability, and inspire them to do the same.
Leader need not always be in front in a corporate organisation . Its his duty to create systems and processes so that each employee is able to get the best out of him for himself