written by Jason a seasoned banking VP with 25 years of experience in managing call centers:
Download our Call Center Performance Action Plan
- Align Your Goals with Your Boss's Objectives: Understand the key objectives and goals of your boss and align your team's goals accordingly. If your boss is focused on improving customer satisfaction, make it your priority as well. This alignment will not only help in achieving the organizational goals but will also increase your chances of getting a bonus.
- Focus on Key Performance Indicators (KPIs): Identify the key performance indicators that are most important to your boss and focus on improving them. Whether it is Average Handle Time (AHT), First Call Resolution (FCR), or Customer Satisfaction (CSAT), make sure you and your team are consistently meeting or exceeding these targets.
- Proactively Solve Problems: Don’t wait for problems to escalate before addressing them. Be proactive in identifying and solving problems before they become major issues. This will not only improve the performance of your team but will also demonstrate your leadership and problem-solving skills to your boss.
- Develop Your Team: Invest time in developing your team. A well-trained and motivated team will perform better and will make you look good in front of your boss. Provide regular feedback, recognize good performance, and provide opportunities for growth and development.
Remember, your success as a supervisor is directly linked to the performance of your team. By focusing on these key areas, you can increase your chances of getting a bonus and being recognized as a valuable leader in your organization.
But wait I want a cheat sheet to help me, this is where Contact Center Compliance can help you:
High Average Handle Time (AHT):
Problem: Agents are taking too long to resolve customer queries, leading to longer wait times for other customers and increased operational costs.
Example: An agent takes 30 minutes to resolve a query that should typically take 10 minutes.
Solution: Provide additional training to agents to improve their product knowledge and problem-solving skills. Implement knowledge sharing sessions where experienced agents can share tips and best practices with others.
Low First Call Resolution (FCR):
Problem: A high percentage of customer queries are not being resolved on the first call, leading to customer dissatisfaction and increased operational costs.
Example: A customer has to call multiple times to get a resolution to their problem.
Solution: Train agents to thoroughly understand and address the customer's issue on the first call. Implement a knowledge management system to provide agents with quick access to the information they need to resolve queries.
Low Customer Satisfaction (CSAT):
Problem: Customers are not satisfied with the service they are receiving, leading to a negative customer experience and a potential loss of customers.
Example: A customer gives a low rating on a post-call survey.
Solution: Regularly monitor and analyze customer feedback to identify areas for improvement. Provide additional training to agents on soft skills such as empathy, active listening, and effective communication.
High Agent Attrition:
Problem: A high turnover of agents leads to increased recruitment and training costs and a loss of experienced staff.
Example: Many agents are leaving the call center within a few months of joining.
Solution: Implement a comprehensive onboarding and training program for new agents. Provide a supportive and positive work environment. Implement a career development program to provide opportunities for growth and development.
System and Technology Issues:
Problem: The call center software or other technology tools are not functioning correctly, leading to delays and inefficiencies.
Example: The call center software crashes frequently, causing delays in handling customer queries.
Solution: Regularly update and maintain the call center software and other technology tools. Provide training to agents on how to use the technology effectively. Have a backup plan in place in case of system failures. Ask for IT help as you are building a Contact Center of Execelence and need IT help to get this performance action plan started today.
Inefficient Workforce Management:
Problem: The call center is not staffed appropriately for the call volume, leading to long wait times for customers and increased stress for agents.
Example: There are not enough agents scheduled during peak call times.
Solution: Use workforce management tools to accurately forecast call volumes and schedule agents accordingly. Implement flexible scheduling to accommodate fluctuations in call volume.
Download our Call Center Performance Action Plan