How To Improve The Performance of Agents In Your Call Center

The performance of agents working in a call center is one of the biggest concerns for service providers as their performance directly depends upon the quality of work done by these agents. If the agents start performing poorly or are not able to deliver up to the expectations of the customers then your business will suffer because of it. You can easily improve the performance of agents in your call center by implementing proper monitoring and training strategies.

Here are some of the tips that could help you in enhancing the performance of your agents:

Performance of Call Center

On Job Training: Coaching agents on the floor while they are handling calls and solving customer queries is one the most effective performance enhancement technique. Supervisors and team leaders should roam around on the floor among their team members to hear and evaluate how they are handling customers. If they feel that a certain agent requires improvement or help in certain area then they can guide them on the spot and try to fix the problems at that very point.

Silent Monitoring: You can also go one step ahead of the on-job training by implementing silent monitoring at your delivery center. In silent monitoring, agents are not aware about the calls which get monitored by the supervisors. This helps you in getting a true evaluation of the quality of the agents and also keeps agents on their toes as they never know which calls might get monitored.

Customer and Agent Participation: You should encourage interaction between agents and supervisors so that they are able to take help from supervisors whenever they are in a difficult situation. Supervisors could help them through chat without the knowledge of the customer or can take the call and handle the situation themselves. Agents would be able to learn a lot from their supervisors through this technique. Customer feed backs can also be used to understand the experience of customers while talking with the customer care executives. This feedback could give some very useful insight about the strengths and weaknesses of the agents. Supervisors and trainers could work together on the weakness of their agents and improve their performance.

Agents form an integral part of every customer care call center therefore it is necessary to make them capable of delivering high quality services. We, at A1 Call Center, have been using the above strategies for enhancing the performance of our agents at our call centers in Noida and they have proved highly effective for us. Further, we also train our agents for various strategies so that they can make customers feel loved as customer satisfaction is our prime objective. If you want to ask any questions or want to share your thoughts on this topic then please leave us a comment below.

Reducing the Pressure on Call Center Agents at A1 Call Center

Call centers can be very hectic for agents and other employees working there. It is the nature of the work that is done in these places which makes the task hectic. The pressure increases with the increase of call volume therefore it is necessary to implement certain strategies to reduce pressure on call center agents at this time.

A1Call Center

We, at A1 , have faced such situations many times and have developed some very effective strategies that have helped us in reducing pressure when the call volumes increase.

Some of these call center strategies are:

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Soft Skills for hardcore Call Centers Agents

Being a good Call Center Agent is not about getting the right educational qualification, but essentially about getting the right skill set. Just like it is not important for the Agent to have a degree in English, but it is important for them to be able to speak in global neutral accent of English. Therefore we at A1 Call Centers have regular soft-skill training sessions for our Agents. Some of the key soft skills which we emphasize upon are:
Call Center Agent

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A glimpse of our Call Center Agent Training Session

Training Room is one of the most fun places to be in A1 Call Center, next only to the Cafeteria. All our training sessions are followed by recreational activities and role-plays. But the fun part comes in only after we have a serious Quality Analysis and subsequent training.

Training In call center

This blog is written to just give you a glimpse of what goes on:

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A1 Call Center is Getting Ready for The Christmas Day

The season of cakes and bells is on its way. We all are waiting eagerly for the Santa to come and distribute us our presents. Christmas is always a time to have fun with your loved ones. We, at A1 Call Center, are also preparing ourselves for the coming festive season. However, our preparations are a little different. On the one hand, we have increased our workforce as the frequency of incoming calls usually increases before the festival and on the other hand, we are also planning celebrations for the big day as most of us are going to be present in the office on Christmas Eve.Merry Christmas

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Generate Qualified Leads instead of Quantity Leads

It doesn’t matter if an enterprise gets thousands of leads and none of them is a genuinely qualified lead. Any enterprise doesn’t need leads in bulk. Just a handful of qualified leads of worthy prospects, are enough to make your business record great profits. But before you insist for qualified lead generation services, you better know the difference between qualified leads and the ordinary ones. The table given below captures the main differences:

Qualified leads are best generated by professional A1call center agents who have the right mix of persuasive skills and pleasant voice. And lead generation is not too costly if you choose to outsource to offshore call center vendor and choose the model of pay-per-lead.

So go ahead and get the qualified leads and be the business leader!

Difference of Lead