How To Fire Call Center Operators

The call center industry continues to grow and the growth creates a higher demand and higher expectations

. A potential (or active) customer has many outsourcing companies to choose from and they expect a much higher level of service and customer satisfaction compared to a few years back. It's because of this that the customer service representatives in a call center, or CSR's, need to be professional ambassadors of the business they represent each time the phone rings. But everything isn't always coming up roses. There are instances where CSR's don't perform and need to be let go. So, as a TAS manager or owner, is there an easy way fire an operator?

Reasons for terminating an employee range from lack of integrity to failing to protect the companys privacy rules. Along with these, other motives include dishonesty, refusing to follow orders, conducting personal business at work and many more.

However, the most popular reason for a CSR to be terminated is underperformance. When an employee is hired in the answering service, they are expected to do a specific amount of work. They need to resolve calls quickly without compromising integrity and they should be able to manage a certain number of calls in a given time frame; a figure which varies from business to business. Many employees go beyond their expectations, but others seem to do the opposite. When an employee is not working to best of his or her ability, firing that employee is sometimes the only option.

Keeping an employee who is not performing up to par has potential negative influences on other employees. When a person is lacking, other employees need to pick up their slack. Resentment soon follows. By firing an employee, you are opening up a position for another person who will hopefully be a better example of your model customer service representative.

Firing is a last resort. It's an ugly process. Even though you are trimming the dead weight, it can really kill office morale. The person you have just fired may have been a bad employee but a good friend to many other employees. Sometimes letting someone go is the hardest thing an employer can do. To reduce firing, is important for management to conduct employee performance reviews on a routine basis. This review should highlight the workers strengths and weaknesses so that the company will be able to offer the employee advice before the axe falls. Keep an eye on the employee to assure they are making progress and will not be hurting your business. Reviews help nip any bad habits before they lead to firing.

If you are ready to fire as a last resort, be prepared for what you are getting yourself into. Again, firing someone is cited as the hardest function of a manager. The first step is discussing your decision with your supervisor. Sometimes another person's perspective can change your outlook. If the supervisor agrees, it's time to confront the employee. Prepare a good time to let the employee go, usually late in the day and close to the weekend in case there is a "scene" when they leave. To keep things cordial, make sure you specifically state your reasons for the termination. No matter when their last day will be, you must be prepared to handle the situation. Remember to change their login information when they leave and even change any passwords they may have access to. Some call centers require all passwords to be changed across the board when someone is fired.

When it comes down to the actual process of firing an employee, it must be done professionally. It is important that you do not show emotion when firing the worker. Have all of your information organized and prepared so it will be easy to get your point across in a friendly, professional manner. Be sure to keep control of the meeting at all times to avoid the possibility of the employee possibly turning the conversation around. Do not encourage farewells. This will make the process easier, quicker, and less stressful. Once you are done talking to the employee, be sure to be friendly and not cause any further controversy. If the employee has questions, address the questions before you go your separate ways. By following these steps carefully, the job of firing a call center employee will be much less of a headache.

by: VeronicaIsaac

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