Attributes of an effective Call Center Executive
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Attributes of an effective Call Center Executive SYED WAQAS QUALITY CONTROL b a s i c s o f a n e f f e c t i v e c a l l c e n t e r 1
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Transcript of Attributes of an effective Call Center Executive
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Attributes of an effective Call Center Executive
SYED WAQAS
QUALITY CONTROL
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2Call Center
a center point for customers to call when in need of assistance
Contact Centersupports interaction with customers over a variety of media, including
but not necessarily limited to telephony,
e-mail and internet chat
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Call Center Metrics
Every metric has a value that expires quickly if not properly placed in front of the right audience at the right time in the
right way
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Service LevelRecognition impact speed has on the quality of the interaction
> 90 %
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First Call Resolution FCR
• Driver of customer satisfaction
• Measure of agent effectiveness
60 - 70 %
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Customer Satisfaction
• Greater focus on extremes• Surveys• Voice of Customers
> 90 %
NPS
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Average Talk Time
• Indicators of coaching and training needs
Average Hold TimeAfter Call Work
90 - 180 secs15 - 30 secs10 - 60 secs
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Average Handling
Time
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Call Abandonment
• Measure how many callers hang up or disconnect before they can be connected to one of your agents.
Before Threshold
After Threshold
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ShrinkageMeasure of overall productivityPercentage of paid hours spent in activities other than work states
5 – 10%%
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Quality Evaluation Scores
• Indicator of individual agent & overall quality• Typically a measure of compliance• Used to track & align internal perceptions of • customer satisfaction
90 - 95 %
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11Attributes of a call center agent?
DecisivenessPro-ActivenessRead between the linesActive ListeningNatural SpeakerMulticultural Awareness High Emotional Quotient Craving for Customer SatisfactionBusiness Writing skills *Customer Service Etiquettes*
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12Common Barriers to Active Listening
Lack of FocusAttractivenessBoredom Inability to EmpathizeSympathizing rather than EmpathizingPreconceptionsPreoccupiedClosed Mind Judgmental
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13Fatal Barriers Active Listening
Sudden Change in TopicSelective ListeningDaydreamingAdvisingI am paid to Talk!
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Quick Tips for Call Center Effectiveness
Calibrate Go the Extra-Mile
Positivity
Listen, Listen, Listen
Improvise!
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15THANK YOU
SYED WAQAS
QUALITY CONTROL
"You are serving a customer, Not a life sentence
Learn how to enjoy your work”
