subject: Schedules save Telemarketing Day [print this page] It's important to keep realistic targets in your call center schedules. It's true that managers at call centers often tend to keep the targets a little out of average reach to push the agents. While that is a good process to keep the motivation high, setting a target that is practically impossible to achieve is not wise. The telemarketing target must not demoralize the agent into believing that it cannot be done. After all, the work will be interesting to the agents and employees only if they are able to get their arms around it. Unrealistic targets also trigger a sort of mistrust in the management. The employees begin to feel that the management is not aware of the ground reality and they might as well not give it a shot. The schedules should always make allowances for achievement in terms of work progress. Keep designated number of leads/customers that you want to deal with on a daily basis. Such methods will work well for a BPO.
