Call Center operators have a tricky business. Abating technical problems and handling irate customers in a non-confrontational and brisk manner is no easy task. Add on the idea that their every word may be picked apart and analyzed, and anxiety could be induced into even the most seasoned employees.
Analyzing the performance of call center employees, however, can be beneficial for all parties involved. Managers will gain insight to their employees approach and employees can learn ways to capitalize on their strengths.
Concrete things to improve
Having your performance analyzed should provide an opportunity to receive valuable feedback. Though the thought of having all impromptu calls available for instant and repeatable access is not the most comforting, it should be thought of as a learning tool.
Hearing exactly what you are saying can give managers a glimpse into your methods of working with customers. Any feedback that is provided should not be thought of as a personal criticism, but a tool to assist you in mastering your job.
Going step-by-step and following through with all the procedures does not necessarily guarantee success. Examining call center performance can provide insight into what is working with company protocol and what needs revamping.
Assessing through this facet will assist in spotting patterns and trends. This information can then be used to alter procedure to increase efficiency.
Analysis of call centers are not solely about catching mistakes and fixing what is not working. It is also provides a platform for managers to see you in action. Your skills in handling incensed callers with poise and delivering brisk and professional service will be heard first hand by managers and give them a glimpse at how great you are at your job.
By understanding these benefits to evaluating your agents performance, you can find the appropriate solutions to evaluate them properly.