Virtual call centers rely heavily on their customer service agents to ensure that consumers are satisfied with their customer service experience. Customer service agents are the face (or voice) of the whole operation, and it is important that call center management ensures that agents are putting their best foot forward to guarantee that the reputations of both the call center provider and the business remain in good standing.
In a recent article in Connections Magazine, Scott Ray discusses what to do when call center management finds that they are having behavioral issues in the work place with their customer service agents. Often, agents do not realize what they are doing wrong, and look to upper management and supervisors for guidance in productivity and improvement. However, call center management can make their job easier, and their teams more effective, by utilizing self-realization.
Ray defines self-realization as “the manifestation of the desire to become more and more what one is, to become everything one is capable of becoming”. If you allow your call center staff to monitor their own performance and behavior, they will strive to improve and become better without call center management pointing out their flaws and weaknesses for them.
Ray shares four actionable tips that will help implement self-realization practices with your customer service team:
Step 1: Evaluate Your Current Culture
One of the most important steps for call center management is to ensure that customer service agents are ready for change. When they realize that change is necessary for improvement, self-realization will become a common practice.
Step 2: Give Your Agents a Chance
In a non-hostile environment, allow your agents to self-assess and ask for feedback.
Step 3: Define and Develop a Plan for Success
Set goals. Not only should agents have individual goals, but also team and company goals that are all aligned and thrive off the other’s success.
Step 4: Recognize Your Agents for Positive Growth
A key ingredient in self-evaluation is the opportunity of a reward for success. Even if it is just recognition for a job well done, positive feedback from call center management will ensure that customer service agents continue striving to put their best foot forward.
Virtual call center management solutions can provide the tools necessary for quality assurance as well. Giving contact center agents the ability to listen to their conversations and critique themselves shows that supervisors trust them and they will naturally want to improve their performance.