1. occupation and industry
Understand the importance of call center to the whole enterprise? You have to understand that what you do is not just "answer the phone", but a key part of the whole business activity. We should treat this profession sincerely, instead of simply using it as a springboard for promotion. Understand the background and development direction of this major. This knowledge can not only help you improve employee satisfaction in the short term, but also reduce the turnover rate in the long run.
2. Performance measurement
Does your agent know the performance you measure every day? Explain to them that the performance goals of the call center (such as service, efficiency or performance) support the overall goals of the company. Only when they understand the operational objectives of the call center can they define their work performance objectives. In this way, every agent should know how to measure his performance and how to improve his score.
3. Human resource management
Do your employees understand the importance of strictly implementing the scheduling plan? Do they understand the basic flow chart of human resource management and the impact of suitable call handlers on the cost and service of call centers? Explain to the agent how to make the scheduling plan and scheduling process, and their impact on service and cost.
4. Call center technology
Do your agents know how the calls they receive are transferred to the desktop? What kind of experience did customers have in the process of talking with them? What technologies can make them handle calls more effectively? Guide them to understand the whole communication process from the perspective of customers. What existing technologies can be used to improve the efficiency of call processing and form a basic understanding of call center background technology.
5. Customer relationship
Understanding customer value can enable them to provide targeted services, and these interactions will have far-reaching significance for customer retention. Cultivate customers' lifelong value to agents and help them realize their important role in customer maintenance. If your call center has deployed CRM strategies and technologies, it is necessary for front-line personnel to understand the impact of these strategies on call processing.
For more information about the call center, please refer to official website, the call center construction expert of Shanghai Yiwo Software Technology Co., Ltd.