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Monitor and track improvements

Improving the performance of a call centre agent who fails the established quality criteria is one of the biggest challenges for managers.

Once you know where the agent needs help, create an action plan to address the underlying issues. Begin by discussing your findings with the agent's supervisor. Work with the supervisor to identify all available resources that can be used to support the agent's development. This may include enrolling the agent in additional training or up-training sessions, providing reference materials or job aids, offering additional system or communication skills training, or regularly assigning time for the agent to sit with an outstanding colleague to learn the proper way to handle interactions.

The most effective improvement programs provide continuous and encouraging feedback to motivate call centre agents. When an agent is struggling to perform, it's a good idea to offer him/her some extra attention. Conduct routine evaluations of the agent's calls and provide timely feedback. When needed, provide additional targeted coaching that addresses the agent's specific needs and reinforce what he/she is doing right.

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