Most call centers have not been able to figure out this puzzle. How many supervisors should a call center have to monitor over its staff? What is this magic ratio of supervisors to staff, which can ensure that high-quality is maintained each time.
The moment we receive a call from an agent, we know what they are going to say. Usually the agents will confirm your name then ask whether you can spare a minute to talk. Unfortunately these are the only few questions which agents ask before starting off with their monologue, reading out from their script. Of course the agents can ask more questions and make the customer communication like an interactive conversation. But sadly, they can do only as much, or as less, the clients direct.
It is easy for a Telemarketing agent to feel dejected. Half of the world is registered on the ‘Do not Call / Do not Disturb’ lists, and the other half is ‘busy’ or ‘not interested’. So how should a Telemarketing agent achieve the assigned target?