Human resources is often one of the most expensive and inefficient departments for a new business. The cost incurred to find, train and develop employees is high and when they are coupled with low retention small businesses can’t survive. If you want to lower inbound call center costs you may want to develop these important leadership strategies.
Create A Calm Environment
The energy within a call center is intense and often stressful. Management needs to help create a calm and efficient environment. Emergencies happen and there are times when an urgent matter can affect the entire floor. If your company creates a team of experienced personnel to help handle crisis situation then your center can feel confident and serene.
Know Your People
Every employee has their strengths and weaknesses. Managers should learn about their call center agents and find out what makes them good workers. Then rearrange your staff so that they are able to handle the types of calls that accentuate their strengths. Maybe you have employees who are good at calming irate callers or you have an agent who is good at coming up with solutions for customers.
When you work to a person’s strengths it helps to encourage them to work their best. It develops a positive energy on the floor that can be contagious. The mood of the floor is infectious, whether it is positive or negative. When you make the effort to create a positive environment then you will see the results with a happy workforce that is loyal to your organization.
Create Attainable Goals
Goals are an important way to learn how employees are doing and make sure they meet company metrics. But you have to make sure that the goals you set for your agents are realistic. Otherwise you will create an atmosphere of frustration. Agents will feel like its hopeless so why even bother trying.
Empowering employees is a good way to improve morale and achieve better customer satisfaction. When you empower employees you need to hold them accountable. This helps your staff become team leaders and will encourage them to help shape the direction of your inbound call center. This kind of advanced training will also increase employee loyalty because they will see advancement opportunities within their current position.
You can’t be everywhere and do everything. If you don’t learn to delegate your responsibilities you won’t be doing yourself or your staff any favors. Senior agents can assist with training new employees and handling sensitive customer service issues. As with empowerment and accountability, delegating authority offers growth opportunities to your employees. They will be able to advance their careers with the tasks you allow them to handle and they will be grateful for the opportunity.
One of the most difficult aspects of training at an inbound call center is the fact that no two calls are the same. You can create a generalized script and talk about some of the situations they may encounter but you won’t be able to teach them how to handle every eventuality.
Hold weekly strategy sessions with your staff. Find out if they have seen a new common issue developing when they handle customer calls. You can include this in your training and it may be the sign that there is a defect or issue with a product line that the organization needs to address.
When you run an efficient call center you create a positive working environment where employees feel challenged and valued. This will lower attrition, improve morale and increase the level of customer service you can provide your customers. Inbound call center cost can be impacted when you start with your most valuable resource: your employees.