Attributes of an effective Call Center Executive

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Attributes of an effective Call Center Executive

  1. 1. SYED WAQAS QUALITY CONTROL Attributes of an effective Call Center Executive 1
  2. 2. Call Center a center point for customers to call when in need of assistance Contact Center supports interaction with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet chat 2
  3. 3. 3 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 Call Center Metrics
  4. 4. 4 > 90 % Service Level Recognition impact speed has on the quality of the interaction
  5. 5. 5 60 - 70 % First Call Resolution FCR • Driver of customer satisfaction • Measure of agent effectiveness
  6. 6. 6 NPS > 90 % Customer Satisfaction • Greater focus on extremes • Surveys • Voice of Customers
  7. 7. Average Handling Time Average Talk Time 90 - 180 secs Average Hold Time 15 - 30 secs After Call Work 10 - 60 secs • Indicators of coaching and training needs 7
  8. 8. 8 After Threshold Before Threshold Call Abandonment • Measure how many callers hang up or disconnect before they can be connected to one of your agents.
  9. 9. 9 5 – 10%% Shrinkage Measure of overall productivity Percentage of paid hours spent in activities other than work states
  10. 10. 10 90 - 95 % Quality Evaluation Scores • • • • Indicator of individual agent & overall quality Typically a measure of compliance Used to track & align internal perceptions of customer satisfaction
  11. 11. Attributes of a call center agent?  Decisiveness  Pro-Activeness  Read between the lines  Active Listening  Natural Speaker  Multicultural Awareness  High Emotional Quotient  Craving for Customer Satisfaction  Business Writing skills *  Customer Service Etiquettes* 11
  12. 12. Common Barriers to Active Listening  Lack of Focus  Attractiveness  Boredom  Inability to Empathize  Sympathizing rather than Empathizing  Preconceptions  Preoccupied  Closed Mind  Judgmental 12
  13. 13. Fatal Barriers Active Listening  Sudden Change in Topic  Selective Listening  Daydreaming  Advising  I am paid to Talk! 13
  14. 14. 14 Calibrate Go the Extra-Mile Improvise! Positivity Listen, Listen, Listen Quick Tips for Call Center Effectiveness
  15. 15. THANK YOU SYED WAQAS QUALITY CONTROL 15 "You are serving a customer, Not a life sentence  Learn how to enjoy your work”

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