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You're a call center administrator. How can you ensure your team is performing at its best?

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As a call center administrator, you are responsible for managing and improving the performance of your team. You want to ensure that your agents are delivering high-quality customer service, meeting their targets, and staying motivated and engaged. How can you achieve this? Here are some tips to help you monitor, evaluate, and enhance your team's performance.

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Navab Koohpeyma

Customer Relationship Management (CRM) | Streamlining Processes & Enhancing Customer Experience | Data-driven Decision…
Dheeraj Karkera

Global Delivery Partner Executive @ Kyndryl

1 Set clear and realistic goals

One of the first steps to ensure your team is performing at its best is to set clear and realistic goals for them. Goals should be aligned with your organization's vision, mission, and values, as well as your customers' needs and expectations. They should also be specific, measurable, achievable, relevant, and time-bound (SMART). By setting SMART goals, you can provide your team with a clear direction, a sense of purpose, and a way to track their progress and results.

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Dheeraj Karkera

Global Delivery Partner Executive @ Kyndryl
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One way is to develop a close working relationship with the quality lead and other quality specialists in the center, and regularly present to the team and management on quality improvement. You can also conduct team huddles to discuss individual and team performance. Additionally, using tools such as a Performance Evaluation Grid (PEG) can help evaluate the performance of agents at the time of hiring and throughout their employment. It’s also important to focus on employee experience, as it directly impacts customer experience. Providing a supportive work environment, treating team members with respect, and maintaining high morale can help ensure that your team performs at its best.

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2 Provide regular feedback and coaching

Another key step to ensure your team is performing at its best is to provide regular feedback and coaching. Feedback should be timely, constructive, and balanced, highlighting both the strengths and areas of improvement of your agents. Coaching should be tailored to the individual needs and learning styles of your agents, focusing on developing their skills, knowledge, and confidence. By providing feedback and coaching, you can help your team improve their performance, identify and overcome their challenges, and recognize and reward their achievements.

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Navab Koohpeyma

Customer Relationship Management (CRM) | Streamlining Processes & Enhancing Customer Experience | Data-driven Decision Making | Data Visualization Expert | Power BI Expert ????
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Regular feedback and coaching are essential for maintaining peak performance in the call center. By providing constructive feedback and personalized coaching sessions, team members can continuously improve their skills and address any challenges they encounter, ultimately leading to better customer service and higher productivity.

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3 Use data and metrics to measure performance

A third step to ensure your team is performing at its best is to use data and metrics to measure their performance. Data and metrics can help you evaluate how well your team is meeting their goals, satisfying their customers, and following the quality standards and best practices of your call center. Some of the common data and metrics that you can use are call volume, average handle time, first call resolution, customer satisfaction, net promoter score, and agent turnover. By using data and metrics, you can gain insights into your team's performance, identify gaps and opportunities, and make informed decisions and actions.

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Maxwell Hurts
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One thing I've found helpful when using data and metrics is using it to hone your focus on where more observations and coaching could be needed, but also make sure you always take time to recognize what is being done well.

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4 Encourage collaboration and communication

A fourth step to ensure your team is performing at its best is to encourage collaboration and communication among your agents. Collaboration and communication can foster a positive and supportive work environment, where your agents can share their ideas, experiences, and feedback, learn from each other, and solve problems together. You can facilitate collaboration and communication by using tools and platforms that enable your team to chat, call, video conference, and share documents. You can also organize team meetings, huddles, and activities that promote teamwork and engagement. By encouraging collaboration and communication, you can boost your team's morale, creativity, and productivity.

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5 Invest in training and development

A fifth step to ensure your team is performing at its best is to invest in training and development for your agents. Training and development can help your team acquire new skills, update their knowledge, and adapt to changing customer needs and expectations. You can offer training and development opportunities by conducting workshops, webinars, courses, or certifications on topics such as customer service, communication, sales, technical skills, or soft skills. You can also create a learning culture by encouraging your team to seek feedback, ask questions, and pursue their own learning goals. By investing in training and development, you can enhance your team's competence, performance, and career growth.

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6 Reward and recognize your team

A sixth and final step to ensure your team is performing at its best is to reward and recognize your team for their efforts and achievements. Reward and recognition can motivate your team to continue working hard, exceed their goals, and deliver exceptional customer service. You can reward and recognize your team by offering incentives, bonuses, prizes, or perks for reaching or surpassing their targets, improving their skills, or receiving positive customer feedback. You can also recognize your team by giving them praise, appreciation, or testimonials for their contributions, accomplishments, or innovations. By rewarding and recognizing your team, you can show your team that you value and care for them, and that you celebrate their success.

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Richard Shutes

Vice President of Inform Florida |Co-Chair of the 211 National Steering Committee| 211 & 988 Subject Matter Expert| Public Speaker| Mental Health Advocate| Partnerships
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Identifying options to motivate your team can be beneficial to getting your team to the next level of performance and quality. Reward and recognize your team either in a public or private setting based on their preferences. At times, monetary rewards may be limited, but don't let that stop you from being creative to show them that they are seen and appreciated.

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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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Russell Motha

Ai & CX @Kr8ive Innovations Labs | Tykans Group Inc. | MBA, Web3
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Genesys Cloud Cx is the leading solution as per the Gartner quadrant; I have personally experienced customers struggling with the solution to reach a higher level of performance. Solutions come with configurations and customizations that are built to increase their performance, it's like you buy a brand new car to replace your existing car but you feel the new technology and the comfort and features but the car does not drive 10X faster, it might drive 1.1x faster, however, the new car have the capability to be configured with modifications to go 2X or even 3X that's where you need the support of Contact center consultants, specialists and analysts.

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You're a call center administrator. How can you ensure your team is performing at its best?

1

2

3

4

5

6

7

1 Set clear and realistic goals

2 Provide regular feedback and coaching

3 Use data and metrics to measure performance

4 Encourage collaboration and communication

5 Invest in training and development

6 Reward and recognize your team

7 Here’s what else to consider

Call Center Administration

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You're a call center administrator. How can you ensure your team is performing at its best?

1

2

3

4

5

6

7

1 Set clear and realistic goals

2 Provide regular feedback and coaching

3 Use data and metrics to measure performance

4 Encourage collaboration and communication

5 Invest in training and development

6 Reward and recognize your team

7 Here’s what else to consider

Call Center Administration

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