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Customer Service Manager's Guide To Effective Call Center Staffing
By CambodianNetworks.com
Every customer service manager's goal in staffing a call center is to hire Customer Service Representatives who are customer friendly and competent and will become long-term employees.
When approaching the task of staffing a call center the customer service manager should complete these three steps:
1.
Define job objectives.
Will CSRs be dealing with inbound calls exclusively to:
* Give information to the customer
* Solve customer problems
* Take orders
* Cross sell
Or will reps originate outbound calls to:
*
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Generate leads
* Identify prospective customers
* Sell a product or service
2.
Develop criteria for screening candidates during the interview process.
Remember to initially screen applicants over the phone to evaluate their "phone personality." Whether inbound or outbound, the successful rep must have:
* Excellent communication skills. While interviewing by phone, evaluate:
o vocal tone
o grammar and language usage
o ability to listen
o energy level
o friendliness and enthusiasm in voice
* Characteristics of success:
o positive attitude
o patience
o persistence
o attention to detail
o eagerness to learn
o willingness to share new ideas and coach other team members
3. Use effective management practices.
Set clear expectations up front - during the interview process. Then continually monitor calls and give feedback. When coaching, present ideas for improvement immediately so the CSR can immediately start using the best technique.
By following these three steps, customer service managers can improve the quality of new hires, reduce turnover, and increase the effectiveness of Customer Service Representatives.
www.cambodiaitcity.com
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Additional
Resources
Support Help Desk Software For Small Business
By CambodianNetworks.com
Help desks are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can Read more...
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Additional
Resources
Help Desk Outsourcing 2
By CambodianNetworks.com
Help Desk Outsourcing is the responsible for checking and troubleshooting the problems occurring in computer and the similar products and applications being used in the company.A help desk will Read more...
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