Mediocre management looks at contact centers through their own prisms. They see their world as one that can be impacted based on their decisions. They make decisions on seating arrangements, project assignments, compensation, policies and procedures, contests, etc, based on their assessments.
Agents understand that management does this, and it bothers them immeasurably. In lunch meetings, break conversations and after work, agents talk to one another about how management makes decisions without bringing agents in the loop. In essence, management “makes decisions without consulting us on what is really going on.”
So, how do your agents view your contact center? And, is it critical to you that your company recognize what your agents (your audience) are thinking? And, how can you make a difference once you know what they are thinking?
Agents desire extensive training and ongoing training
New hire training, Product training, sales training, etc. One of the questions potential new hires ask in interviews is whether there is training for the position. If so, is it paid, and how long does it last. The answers to those questions provide a big commentary on the company. Contact Centers that provide little or no training, or don’t pay their agents to go through training, tend to not be worthy of a quality agent’s time and effort. In addition, the best contact center not only trains, but provides residual training to increase an agent’s skill level.
Agents hope management will think about problems before acting
Management can sometimes find itself reacting to issues and concerns without first taking the time to listen completely to what those issues and concerns are, and how best to handle them. For instance, agents tend to use their supervisors to vent, but they don’t want any action taken. Oftentimes, the supervisor should take a step back and say “Is this something you want me to act upon?”
Agents want a management team that is empathetic and fair
This is another subjective wish, but certainly one that holds validity. What does “fair” mean to the agent? Usually, it revolves around making decisions involving two or more agents. In many roundtables, agents will speak of how they left organizations because management wasn’t fair to agents as a whole, or played favorites with one agent over another. In addition, being empathetic compensates for making a decision that the agent may not deem fair. So, by recognizing the hardships your decision creates, it can serve as a fair play and keep the agent motivated to perform.
About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and remaking your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday
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