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Last updated on 2024年8月15日

A new call center agent is struggling with performance targets. How can you help them improve their results?

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If you're a new call center agent facing the daunting task of meeting performance targets, you're not alone. Many agents find the initial phase challenging as they learn the ropes of effective communication and customer service. Performance targets are benchmarks set to ensure customer satisfaction, operational efficiency, and business success. They typically include metrics like call handling time, customer satisfaction scores, and resolution rates. Struggling with these can be disheartening, but with the right strategies and support, you can improve your results and thrive in your role.

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1 Training Gaps

Often, performance issues stem from gaps in training. If you're struggling to meet your targets, revisit your training materials and ask for additional sessions. Call centers usually have resources like scripts, FAQs, and product information that can help you become more familiar with what's expected. Role-playing exercises with a supervisor or a seasoned colleague can also provide valuable hands-on experience. Remember, mastering the information and techniques provided during training is essential for improving your performance.

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LaTasha Dunn

Collections Manager | Vivint
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One thing I’ve found is there may not be a gap in material, but a gap in catering to the many learning styles that work best for each individual. Take a moment to survey your class/team to understand how you can best teach and facilitate practical application in a way that works for them.

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Chris Cabe

Senior Instructional Designer at Vivint
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A few things I focus on when building training content and training ecosystems is the need to provide resources to learners in multiple different fashions, different learning methods like kinesthetic learning, hands-on, visual, auditory. In the call center world a script is only as good as the words on the paper so I usually try to accompany a script with realistic scenarios, auditory examples that they can see text and hear the audio from a phone call. The other thing is to find a mentor identify a hyper performer and sit closer to them interact with them more so that you can learn from their experience. And lastly is encouraging trainers and leaders to create a psychologically safe training experience.

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Nate Mims Jr.

GEICO location chair for employee resource group GO BOLD
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I agree that gaps in training are not necessarily gaps in the training material, but are gaps in understanding, trying to figure out where the misunderstanding is, bridging that gap is the big difference

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2 Call Analysis

Analyzing your calls is a critical step towards improvement. Request feedback from supervisors who can listen to your calls and provide constructive criticism. Identifying patterns in the calls where you excel and those where you falter will help you understand your strengths and areas for development. This analysis can guide you in refining your approach, whether it's improving product knowledge, enhancing communication skills, or managing call time more effectively.

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Nate Mims Jr.

GEICO location chair for employee resource group GO BOLD
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I definitely find that listening to your agents, actually staying in the weeds, is the most helpful. By listening, you hear how they are executing, and using that execution to tweak what they are doing to turn it into a success! Too many times it's hiw its being done that is the issue, not what is being done

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3 Time Management

Time management is crucial in a call center environment. Work on managing your calls within the allotted time without compromising on service quality. Strategies like organizing your workspace, prioritizing tasks, and using call center software efficiently can help you handle calls more swiftly. It's also beneficial to learn from peers who excel in time management; observe their techniques and incorporate what works for you into your routine.

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4 Customer Rapport

Building rapport with customers can lead to more positive interactions and better satisfaction scores. Pay attention to your tone of voice, listen actively, and empathize with the customer's situation. By making a genuine effort to connect with the person on the other end of the line, you can often defuse tense situations and provide a more satisfying customer experience. Remember, satisfied customers are more likely to provide positive feedback, which can help you meet your performance targets.

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5 Stress Management

Handling stress effectively is key to maintaining a clear head and delivering quality customer service. Utilize stress-reduction techniques such as deep breathing, short breaks, or even light stretching between calls. Maintaining a work-life balance is also important; ensure you have enough rest and relaxation time outside of work to recharge. A calm and focused mind will help you handle calls more efficiently and improve your overall performance.

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6 Continuous Learning

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Brendan Shea

Senior Customer Relations Specialist at Clean Solar
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Continuous training, goal setting, encouragement, contests and sales techniques will help your reps; but they must believe in their product or service, and they have to want to succeed.

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A new call center agent is struggling with performance targets. How can you help them improve their results?

1

2

3

4

5

6

7

1 Training Gaps

2 Call Analysis

3 Time Management

4 Customer Rapport

5 Stress Management

6 Continuous Learning

7 Here’s what else to consider

Call Center Administration

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A new call center agent is struggling with performance targets. How can you help them improve their results?

1

2

3

4

5

6

7

1 Training Gaps

2 Call Analysis

3 Time Management

4 Customer Rapport

5 Stress Management

6 Continuous Learning

7 Here’s what else to consider

Call Center Administration

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感谢您的反馈

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