Firing A Customer Service Agent

In today's virtual world, the call center industry is experiencing unprecedented growth

. The two greatest contributors to the natural inflation of the industry is the need for cheaper customer service coupled with and 24 hour customer assistance. Call center outsourcing is nothing recent, it's just more prevalent that it once was. Larger global companies have always outsourced to call centers, some domestic but most in overseas locations. While in the past the trend has been to utilize off-shore call centers, domestic operations are becoming the preferred model. Whatever outsourcing model your business supports (on-shore or off-shore) contracting with the right service is the realization of any businesses dream - to better serve their customers and grow their business. In order to achieve quality, the staff must be focused on the customer. This trickles down from the managerial style to the training practices to the CSR's that answer telephone calls. Since outsourcing is essentially trusting a stranger to answer your calls / manage your brand, finding and retaining the best answering service employee is essential to the growth of the center itself. While cost considerations must be factored into staffing the center, the ability to deliver the very best in customer care needs to be the foremost objective. The remainder of this article will offer insight into the customer service representative (abbreviated CSR), the most important element in any model of a successful call center.

Who Is the Typical Answering Service Employee?

There is no typical employee in a call center. Because most centers are staffed around the clock (including nights, weekends and holidays), the job attracts a wide variety of individuals. Many call center employees are students. Some are in college, others in high school. The job offers flexible hours and can often accommodate people in various stages of their lives. Others who are drawn to this type of employment are housewives and mothers. Again, the flexible scheduling of a twenty-four hour operation is ideal for those with unique circumstances.

The appeal of a call center is its flexibility, mass of entry level positions, great pay with little experience to leverage, and benefits. Many people who work at contact centers are lifers, having worked in the industry since they were teenagers. Individuals find room for advancement in a place where performance is valued more than qualifications. While getting a foot in the door may be easier than in many other types of jobs, a lot is asked once an employee is part of a team. It's really a double edged sword because the CSR is constantly under the microscope. A job that evaluates performances is a great place to get ahead but it also can work negatively if the employee is not constantly over performing.

How the CSR Develops a Better Brand

This is an often a difficult question to ask. A call center should never keep an employee, just because he or she is experienced. Often times an employee without experience can bring a new perspective to the landscape of the center. Performance is and should be the determining factor if an operator stays or goes. By promoting and retaining the best individuals, the call center team will be the strongest and attract customers based largely on a word of mouth model. The employee must perform to a certain level in order to continue. The success of a call center depends on its employees attitude. If they are good, your call center works well, if they arent treating your customers well, then it will not.

Monitoring is the Key to Success

With more advanced methods in place to monitor how well someone does their job, it is easier than ever to assemble a strong customer service team. Call centers are only as good as their weakest employee and the weakest employees can be isolated through call monitoring, first call resolution percentage monitoring, caller exit surveys, and even monitoring live chat logs. By focusing on constantly evaluating where you are as a service, being able to form your companys greatest strength; quality service.

No matter how technologically advanced your call center is, the true metric of the best business is the one that does not need to advertise. It's the business whose service speaks for itself. And, the most important part of the engine is and always will be the customer service representatives.

by: Aboutcall

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