Call centers are the frontline for many businesses and are key to success for both sales and customer service. Your call center is where your prospects turn into customers and where customers turn to you for help when they need it. In order to manage a successful call center team, you need to have the proper oversight into each rep's performance metrics in order to gain insights on trends and learnings.
Consumers are smart and can tell a lot about a rep's training and experience based on their interactions. While they cannot directly assess reps' actual training and tools, consumers do form opinions based on their interaction with them:
49% of consumers notice when a rep is well-trained
55% of consumers notice when a rep is equipped with the correct tools they need
Consumers that experience professional reps have a 19% higher satisfaction rate
Source: https://cfigroup.com/resource-item/retail-report-may-2018/
Furthermore, financial services account for 26% of the call center market. Customers are sensitive when it comes to their finances, so having a proper performance management process in place is critical to ensure that your reps are equipped with the training, tools, and skills for success.
An effective performance management solution helps increase:
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Sales |
Conversions |
Customer |
Brand |
However, ensuring proper management and training of call center reps can be a difficult and overwhelming task. Some common performance management challenges that you may face within your call centers include:
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Spending too much time listening and reviewing calls
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Struggling to train at scale
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Identifying who top-performing reps are and why
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Closing the feedback loop between supervisors, managers, and reps
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Quantifying rep improvement post-training
While these issues seem difficult to solve, the solutions are not as complex as you may think.
Check out this tactical guide to learn the step-by-step solutions for these performance management challenges in your call center so you can increase conversion, speed new rep training and develop best practices across your organization.
