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How call centre agents are trained using limited resources

One task that call centre supervisors must excel at is building a more welcoming or friendly work environment for most call center agents. This is essential particularly where a firm has employed a Call Quality Assurance program since it ensures that call center agents are able to accept the application. Normally, it’s the work of the call centre supervisor to set the mood and tone for their representatives. An effective supervisor is one that produces a friendly working environment through the establishment of cooperation with agents, which urges for teamwork, excellence and imagination. Agents must have the perception that the company values them if they should succeed in their work.

If they feel valued and reasonably treated and respected by the management, this can make them inspired to provide improved services to clients and perform outstandingly well. The job of a call centre agent is always stressful and demanding. Therefore, it’s the job of the supervisor to ease any tensions agents might have by creating a supportive, collaborative and positive working atmosphere. While it is essential that managers use call center quality assurance test forms to evaluate and review agents, this should not be the only responsibility the supervisors must handle.

It’s essential that supervisors should also take part in individualized conversations to comprehend agent issues and challenges to search for quick solutions. One-on-oneconversations with contact center agents is highly recommended. This makes brokers feel respected and valued by the company. Highly successful and respected contact centre managers must therefore motivate their staff by personally acknowledging them. This may be through studying each agent’s name regardless of the entire number of call center agents at the company. Where agents feel as though the Call QA app is a danger to their job, managers can take this chance to train agents on the advantages of the program and the way the program can improve their service delivery.

February 6, 2019