Custom Search
|
|
5 Tips For Efficient Communications Centres
Having worked in a call centre for lengthy periods of time in my career, I have learned a lot about call centres and how they are run. I shall try to summarise a few points, hints and tips to help your business maximise its efficiency. Get to know your team Getting to interact with your team on a personal level can really make the difference and help make the working environment relaxed and friendly. On a personal level I have always seem greater levels of success in fun working environments than not. This is because in a relaxed environment workers feel like they can ask questions and interact properly with their managers. This then leads to tasks and jobs being handled Give praise where it is due One very minor point that I always feel is important is to praise individuals who have done good work. Receiving validation for the work you have done (especially in a call centre when there can be all kinds of tricky callers) can be a massive boost. Likewise it is also good to keep your team happy in other ways (such as ice creams and cold drinks on hot days) Multi-skilling your agents Being able to have a number of agents who can do different jobs is obviously very useful to have as a business. My advice is to not to overboard. Don’t train someone to be able to do something else if they don’t want to as taking an employee out of their comfort zone can be disastrous. Give everyone a platform Allowing your staff to be able to share news, thoughts and ideas on a visible space within the workplace (such as a bulletin board) is a great way to keep on top of how the workforce are feeling. It is also a great way to announce news to the team on an impersonal level. Allow personalisation I have had experience of working in a communications centre where no personal items were allowed, there was to be no customisation of your workstations wallpaper, nothing at all to make your space “your own”. This can be very demoralising to your staff and can stifle them. Little things such as taking the time to get to know them, what their interests are and letting them have a little freedom and creativity in what they do can be extremely beneficial to the agents overall happiness and work ethic. Article Directory: http://www.articledashboard.com Michael gives tips to maximise efficiency in www.ewa.ltd.uk/services/communication-centres/ "> Communications Centres . |
|