It’s time to change
Contact Centres have become a controversial topic about which people have ambivalent convictions. You will often hear that they offer bad services and have poor working ambience. Again, there will be groups which will speak well about them. Now the question is why do some people have wrong notions about contact centres inspite of the agents putting in their efforts to be at the beck and contact of the customers and take care of their requirements being fulfilled? The reason may be many and difficult to identify since different contact centres have different offerings. However, there are certain ways through which you can bring changes in your contact centre.
Let’s have a look at the steps:
i. Your accessibility is paramount: Your agents are highly dependent on you when they have queries and doubts. They seek your assistance in order to perform well and comfortably. Therefore, it is very important you make yourself accessible and inculcate them with the moral support. You may have your own engagements but that should not make your subordinates and employees feel you are unavailable for them. Your presence will offer them additional assistance which will be a good sign of business improvement.
ii. Aspire to improve: The ultimate desire for all the businesses is to improve. You need to concentrate on areas wherein you need to improve and grow. You would definitely wantÂ your employees to learn new skills which could be applied in your business and take it forth to the path of success. Continuous improvements will bring in unexpected changes to your contact centres.
iii. Set goals: It is not feasible to achieve breakthroughs until you do not have set goals for your business. When you chalk out plans, you are able to identify the path you should choose in order to execute your operations. Also, your employees know what to be delivered and done accordingly.
iv. Assure your employees you believe in them: When you give feedback to your employees, assure them that you believe they have the capability to perform well. The feedback should rather be in a friendly manner and not in an admonishing tone.
v. Appreciate your employees: Your employees wish to be praised and appreciated apart from given feedback. Recognitions and praises will drive your employees to perform better and also make them feel at home in the working environment.
The mentioned steps will prove beneficial in bringing about changes to your contact center. So when are you following them?
It’s time to change