A Front Line Perspective

I really enjoy reading AC’s blog Call Center Purgatory. It’s a different perspective than anything else out there in the blogosphere related to call centers. Rather than talking about strategies from the hallowed halls of management, AC is a refreshing, and much-needed voice from the call center cubicle.

Three much needed reminders I received from reading AC’s recent post:

  1. CSRs need regular doses of positive reinforcement. As a third-party QA coach, I may visit a client contact center once a month or once a quarter. My goal is always to build up the agents I’m coaching. I want them to leave the coaching session energized and empowered to do a better job. Sometimes it’s painfully clear that they constantly feel beaten down.
  2. Praise has tangible value. We sometimes forget the power of a good word. “Nice job,” “I can tell you’ve been working on this, you’re getting better,” “I appreciate the hard work you’ve put in on this.” Proverbs 16:24 says a gracious word is good taste to the soul and quick energy to the body. A capable manager or supervisor can motivate the team with true, well-targeted, well-timed praise.
  3. Reps often find themselves in an uncomfortable position of treating customers like human beings while meeting the corporate demands for talk time, AHT, calls answered, etc. Call center managers have the responsibility of affirming this desire to serve customers well while helping their agents find the balance between efficiency and service quality.

I’d be interested to know if any managers, supervisors and coaches have examples of how they try to build up their agents and help them find the balance.

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  2 comments for “A Front Line Perspective

  1. April 29, 2006 at 9:02 pm

    Wow, Tom!
    Thanks for the very gracious post. It’s always nice to know people are listening.
    Good quote from Proverbs too.
    Let me know if I can be of any help. Looks like you have a great goal here-I’ll return the link in a couple of days.

  2. April 30, 2006 at 6:09 am

    You’re very welcome. Keep blogging!

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