layne nocera call center consultant

 Layne Nocera 

I am a sales consultant for Call Centers I have vast expertise

in sales and marketing for phone rooms and call centers here are

 some tips to 

sky rocket your Call Center and their Agents....

Call center agents are motivated by respect, recognition, variety and fair compensation for their efforts. Productivity is clearly an important goal in your company, as it is in many callcenters. You can make the best of the situation by ensuring that your call center agents understand their productivity goals and exactly what is expected of them. I suggest that the productivity goals be communicated during new hire training so that agents who are not comfortable can leave before they invest a significant

amount of their time with your company.
Productivity goals should complement other call center goals in the areas of quality and customer service and satisfaction. Otherwise, you may find that the emphasis on productivity is costing you customers. Too often, call center agents who are motivated solely on productivity find ways to be highly productive at the expense of quality and customer satisfaction. They may do hang-ups or transfers, for example, to improve their call handling rates.

Most call center agents can be trained to meet fair productivity goals. I suggest that you use a variety of training courses, including basic and advanced communications skills and dispute handling to teach your agents to be as productive as possible. They will appreciate the training and realize that you are helping them achieve their goals. These courses will also give them skills that they can use outside of your contact center.