Your call center management should embrace a program founded by Call Center Today. It is called desire + concept = implementation. Your management needs to have an interest, build the platform, and execute. Here is what we encourage your call center management to do right away!
1) Management’s desire to build a fantastic center, coupled with management’s concept of what that center can embody, may only come to fruition when both management and staff gain the initiative to develop and consummate a new operating center, or better the existing one. In effect, desire must exist for a concept to materialize. Yet, desire and concept mean nothing if call center managers, supervisors and agents don’t posses the initiative to make it happen.
2) Most call center management has a penchant towards desire. That means they have the desire to create something better than what presently exists. They may not have the time, resources or skills to do so, but their intentions are good.
3) Most management tends to lack the correct concepts to create the best center possible. In fact, isn’t it funny that agents usually have the majority of terrific concepts as to how to build a center? For example, pluck five agents from the telephone and tell them to be creative, and dozens of concepts will be offered.
4) Finally, initiative is the battle that rarely gets won. The building of a powerful contact center generally dies because the initiative to make it happen wilts. A management team may have the time to implement ten concepts next year, yet there may be thirty concepts available to implement. Who has the initiative to execute even the ten best? Management rallies troops in the desire to be world class. They create concepts with regard to how to make it a reality. Then, they falter. They don’t close the sale. They can’t bring thoughts to realization. They can’t implement the concepts. Management runs out of energy, loses focus, gets frustrated over barriers, or moves on to what they consider to be more pressing issues. The inability to maintain initiative is the foremost reason why call centers fail to create a performance-based communication culture.
In your center, we encourage the blend of desire + concept = implementation. First, find 2-5 initiatives that need to be completed. Second, spec’ out how to complete them, from A-Z, the entire concept from idea and execution. Third, rally the troops, find leaders to handle the initiatives, and implement the program based on an end-goal timeline. This can be a monthly, quarterly or yearly plan.
About Call Center Today
Call Center Today is a consultancy focused on sparking results within customer service and inside sales contact centers. Clients world wide consider Call Center Today an essential partner dedicated to accelerating performance. Our expert consultants deliver unparalleled solutions to ensure your inside sales and customer service call centers connect effectively with customers, prospects and opportunities.