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Know Your Call Center Employees
You will be surprised to know how much you can achieve if you know your employees well. The call centers that you run are offices to many who are different from each other in personality and temperament. Knowing them personally would allow a rare insight into their minds, something that might immensely help BPO managers to motivate and mobilize them better. Character traits are essential to find out which of your employees are suitable for the different kinds of telemarketing cold calling projects you have on the cards. For example, you can employ the employees with a certain knowledge base for projects that they can naturally be good at. You might also find that someone on the customer service team maybe better in pitching sales. You can immediately shift that person to the lead generation team.
Employees may grudge against their superiors at office coolers and canteens,[link widoczny dla zalogowanych], but they would give anything for an appreciative pat on the back. Appreciation is the best form of motivation. Yet, that is where most BPO managers seem to go wrong. A thumb rule for this is to praise in public and criticize in private. When you praise a telemarketing agent on behalf of the whole team, you are inspiring a confidence among the other members of the team. They feel the urge to do better call center services and earn that praise from you. The same goes for criticism. Constructive criticism from a superior who knows about telemarketing services is always a boost for the agent. However,[link widoczny dla zalogowanych], when you try to bully the agent or compare his work unfavorably with his peer, you are doing more harm than good. Unrealistic targets are a strict no-no too. Your targets must challenge the team,[link widoczny dla zalogowanych], not be so overwhelming as to make them lose hope.
It does not take much of time for a call center manager to ask what interests the agents outside work. The BPO may be the workplace for unpublished authors, poets, high school football players, etc. It is true that their hobbies and interests dont add to your lead generation efforts. But you have to pause and think again. These agents are investing time and energy to get your work done. What additional benefits can your telemarketing projects have if they do their work with some emotional investment? Ask any customer service expert and you will find out that a happy call center agent mean happy customers. Being the one with the power to initiate a more productive working ambiance, these are some steps that you must look at.
Call centers are high-octane work centers. There are pressures to perform, to hit targets,[link widoczny dla zalogowanych], to make sales and to complete telemarketing projects on time. There are risks of burnout and fatigue getting to the agents at all times. You have to do all you can to diffuse the tension of the workplace. Giving away your BPO to fun and frolic may not be what Im talking about, but a little lax in the rules can get you more work done than following them to the T.
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