Customer service agents provide
support services that are the main assets of any call center firm. The key role
of a customer service agent is to
interact with customers directly and form a good relationship with them. A customer service agents duty is to
resolve the queries of a customer.
Knowledge is the key to checking all issues
and then either providing a solution or solving said problem themselves. The
goal of excellent customer service can be fulfilled by offering support via
web-based transactions, telephone or email. At present, a good call center:
- Responds to phone calls in a polite manner
- Takes comprehensive messages and orders
- Searches information for the client
- Quotes information
- Accepts and conveys emails and faxes
- Makes sure that the right client got the message
In today’s
world, call center firms have benefited the economy, keeping this in mind there
are still some difficulties that can be solved in this industry. When it comes
to call centers in Philippine, it is noted that they have advanced revenue
rates as they provide 24/7 service. Demand for this kind of talent to give a
boost to the call center industry has become a problem.
To scrutinize the
issues that affect the retention and well-being of customer service agents, the center of Organization for Development
and Research, “Ateneo” and “Philippine Culture” an institute performed a study
among customer service agents in
Philippine. 10 call centers participated in the program, i.e. approximately 940
agents. The results showed that one of two call center agents plan to leave
their office within a year.
The
research is related to:
- Age
- Dedication
- Occupation
- Pleasure with play
- Burn out
- Job responsibilities
- Superior
- Promotions
- Concrete organization
Suggestions
can be made on how customer service agents can provide superior care in order to maintain the employees by
evaluating rewards. The rewards can be provided on significant and aggressive
work to satisfy the employees’ wants. Rewards must be managed and well
communicated.
A call
center often contains a workforce that is very young therefore; the firm must
create a helpful and cool work environment to lessen the stress of tedious
work. After a well screening, the person is selected for the job so that he or
she fits it perfectly and can keep up with the long work hours. Traditionally,
jobs such as call centers require new graduated and young workers, as they are
restless and itinerant.
To motivate CSR, higher authority at the call center
must improve work design, which includes using reviewing discretion levels and
different skills while providing opportunities for moving in different
accounts. To motivate its customer
service agents, the call center can arrange career development programs
that will provide information regarding the employees’ chance in the call
center industry and career paths.
With
well-communicated and effective policies on promotion, views such as politics
and favoritism can be avoided and employees can feel safe and valued in their
environment. The duty of the call center’s supervisors and leaders is to direct
and supervise the subordinates to become a successful team. This is why in many
call centers, new recruits and young inexperienced agents are not promoted at
an early stage.
In order to
define the productivity of a call center, its operations must be measured and
developed so that everyone has an idea on how to perform their duties. A way in
which the call center’s productivity can be calculated is to count the number
of clients that are served in a time-period and dividing that by counting the
total hours an employee operated on the phone system, then subtracting that
with the available hours.
The total
number of clients served can be counted from the outbound calls, transferred
calls, inbound calls, emails, etc. The call center must know that which
category the client belongs to. The hours available refers to the time when the
customer service agents were logged
on the phone system, working and waiting for further calls. Now, the subtracted
hours vary. It is mostly out of the customer
service agents hands. Although when evaluated they result in the
productivity. This helps them to follow a standard. Normally all measurements
are done this way like a conversion rate.
Visit : www.glenncore.com
