When the customer say “oh”, does that mean zero or the letter “o”. So if you promise progression prospects, please have a development plan in place.įor more on getting career progression right in the contact centre, check out our article: 10 Career Progression Opportunities to Offer Your Team 12. Career Progression Dead Endsĭue to its flat structure, career progression opportunities in the contact centre can be few and far between. If they can force a smile and sound genuinely amused, that can help to improve rapport. Lottery NumbersĪdvisors will have heard this line many a time before. Many of these come from what has been going on in the background of their calls. Background NoisesĬontact centre advisors have some great stories. The Impossible JobĪre your advisor targets damaging well-being? The measuring and monitoring culture in contact centres can significantly influence well-being. Consider things from the advisor’s perspective and give them the tools they need. Wearing bulky headphones hour after hour can be uncomfortable. Avoid it if you can and, if you can’t, maybe use future scheduling bonuses as an incentive, not your stale, old fallback options. Overtime leads to burnout and can negatively impact morale. Do what you can to avoid taking these sessions away from them. Advisors enjoy one-to-ones to help mix things up. The job of a contact centre advisor can be repetitive. We’ve all been in the situation where we have asked someone to repeat themselves three times and we still don’t understand them. To say sorry authentically, look at to some of the advice presented in our article: Customer Service Apologies – Keeping Sorry Fresh and Sincere 4. Advisors feel bitter at having to say sorry and the customer can see right through it. This is the classic “non-apology” that advisors give when they become defensive over their brand. Just be sure the mute button is on when they do so. They often need to press hold, have a think and vent. How often do you hire a recent graduate for the short term and they end up staying? 2. We share a set of call centre memes for advisors and managers that might just be a little too relatable.
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