What do you do if your call center team is struggling to meet performance targets?

I have found spending time with the team outside of work topics can be beneficial. Building rapport and trust can improve team cohesion, morale, and overall performance. By engaging in informal conversations, you can better understand individual team members' motivations, concerns and strengths. This can help you tailor your support to their needs, address any underlying issues affecting performance, and foster a more positive and productive work environment.

if the diagnostics are correct the cure will also be timely. You will if not get the entire problem, a lead that will not only lead you to solving the problem, but will achieve a route to enhancing the performance.

Underperformance sometimes is as a result of deeper issues so firstly you need to foster a supportive work environment. This is through open communication and team work.

Failing to meet targets may also be a combination of different things in play within the team . You may want to check if there has been recent unusual surge in queries which may result in burn out on your team, you may want to check if there are technical issues with the systems your team uses as tools if there are any unreported disruptions. You may also want to incoporate a system of individual accountability and open a channel of communication to understand why targets are not being met at individual level and as a team eventually.

Also by doing live sude by side call listening randomly can help to identify some issues that can be addressed and corrected at the same time.

Technology is a crucial lever in the telecom industry. The ease of use of CRM systems must be optimal because if we are communicating and the system crashes, that's when stress levels rise. Therefore, from an IT perspective, everything must be flawless to ensure better customer service.

Buscaría los 5 motivos principales por el cual el cliente nos consulta y/o reclama, luego dise?aría un sistema que muestre rápidamente esa información y/o solución para agilizar los tiempos y las respuestas y/o soluciones al cliente

si se genera un ambiente de "seguridad emocional" cada integrante del equipo se abrira para que lo conozcamos mas y de ahi rerscatar sus necesidades y saber que lo inspira, que motiva. Un equipo comunicado y apoyado, siempre rinde mejor.

Improve Processes and Tools: Review Workflow: Ensure that the processes in place are efficient and not causing unnecessary delays or complications. Upgrade Technology: Invest in better call center software or tools that can help agents work more efficiently, like CRM systems or AI-driven support tools.

"una lluvia de ideas" de mi equipo me llevaría a ver el proceso y sus falencias. De ahi buscar como agilizar y/o modificar en parte de una solución que elimine desperdicios del proceso. Luego elevaría la idea para su tratamiento.

- To ensure that what is expected is being achieved, constant monitoring of the execution of our action plan is crucial. Without ongoing oversight, we won't be able to make the necessary adjustments. We should always establish SMART goals—Specific, Measurable, Attainable, Relevant, and Time-bound. Breaking down our objectives into smaller, manageable steps is an effective strategy, as it allows us to track progress and communicate achievements to all stakeholders involved.

cada métrica, tendrá sus resultados, y cada resultado tendrá un porque. El Lider deberá analizar si todo su equipo ó quienes estan cumpliendo ó no. Podrá generar uno varios planes de acción de acuerdo a eso resultados y revisar gradualmente para validar lo propuesto.