Managing Call Center Performance
Operating a call center is a very fluid activity. Those who have launched thier call center for the first time often find a strong start and then dwindling returns.
How is performance maintained and improved? Maintaining vigilence to measure, review & respond is key to ensuring consistent call center performance.
Measurement is the first step that leads to control and eventually to improvement. If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it.H. James Harrington
Call Volume The number of calls made is the single most driver of call center performance. Making more calls will always lead to more positive responses. For initial cold calls, an agent should be able to do 80 - 120 calls in an 8 hour period. Measurement of call records is performed by call records and dial results. This is a standard metric of call center tools and another reason to use them.
Power Dialer Using a automatic power dialer will increase the number of calls made by as much as double. Maintaining the rhythm of calling, minimizing the wait time between calls, and eliminating mis-dialled calls all contribute to more actual calls made
The quality of your list will also improve your results. A poor quality list will include wrong number and disconnected numbers. Each of these take away from the available time and potential of your agents. Invest in a quality list.
Call Script Its natural for call performance to decline after a strong start. Waning from the script is major contributor to performance decline. Using scripting tools like those provided by Acarda ensure agents stay consistently on message. Allowing the script to be flexible allows the agent to deviate just enough to allow the agent to remain responsive with the customer.
Call Recording Maintaining a historical audible record of calls, allow your call center manager to review calls with your agent. Comparing calls during a period of high performance with another period can contrast the differences in how calls were handled and the soft differences of vocal tone and speed which can impact the response of those called.
Regular Training Call center training programs are available to improve both agent activity and manager skills. Ask us about training programs available for your team today.
Call our Specialist. He can be reached at:Dar ZuchBusiness IT Specialist - CalgaryHelia Technologies