* Maintain a positive, pleasant tone, but if you are over-the-top cheery, a caller who is disgruntled may be annoyed by your vibe.
* Ask your call center supervisors for training materials you can review during any down time. They will appreciate the initiative.
* Keep track of your own stats. # of calls handled/made, # of saves/upgrades, # cancellations, # of customers helped, # of times you needed help, etc...give yourself a reward when you break weekly records. Perhaps a Starbucks Frappucino?
* Make yourself available as a "go-to" person in your center for other agents, especially new ones, who are looking for help. Don't obnoxiously offer advice when they don't ask for it, but treat each co-worker as if they were a valued customer.
* If your center hasn't yet adopted any of the available call center technologies (quality monitoring, crm, workforce management) to improve performance, offer it as a suggestion to your immediate supervisor. Don't go over their head or they'll think you're gunning for their job.
* If you're going to browse the internet during your downtime, make sure it's industry-related, such as searching for "call center benchmarking studies" on Google.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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