Module 6 Flashcards
are defined as the lifelong aims, which an individual or entity endeavor to achieve something
Goal
determines what the company is attempting to accomplish
Goal
are the specific milestones which a person plans to achieve in a limited period
Objectives
Objectives
SMART = Specific, Measurable, Attainable, Relevant, Time-bound
is the conduct, behavior and attitude of someone in a work or business environment
Professionalism
the competence or skill expected of a professional
Professionalism
Ways to develop Professionalism
- Be productive
- Develop a professional image
- Take the initiative
- Maintain effective work habits
- Manage your time efficiently
- Demonstrate integrity
- Provide excellence
- Be a problem-solver
- Be resilient
- Communicate effectively
- Develop self-awareness
- Build relationships
- Be Accountable
- Be Considerate
- Be Humble
- Be Consistent
is a process used to assess an employee’s job
performance and to make recommendations
for improvement
Performance Evaluation
Performance Evaluation: 7 Key Metrics
- Lower operating costs
- Reduced revenue at risk
- Higher employee satisfaction
First Call Resolution
These metrics tell you how accessible the center is to customers, how many agents are needed to provide efficient service
Service Level/Response Time
A measurement of how much time during an agent’s shift he or she is logged in and handling contacts.
Adherence to Schedule
- better described as forecasted contact load vs. actual contact load is a performance metric
- Understanding the demand leads to understaffing
Forecasting Accuracy
This can help enhance service efficiencies and cut costs
Self-Service Accessibility
Each criterion is usually assigned a numeric value by those conducting monitoring
Contact Quality
- Use of appropriate greetings and other call scripts
- Courtesy and professionalism
- Capturing key customer data
- Providing customers with correct and relevant information
- First-contact resolution
- Accuracy in data entry and call coding
- Grammar and spelling in text communication (email and chat)
Contact Quality
direct correlation between customer satisfaction, customer loyalty, corporate revenues and employee morale and performance
Customer Satisfaction
Call Center Metrics
- Lead
- List
- Agent
- Dial
Managing Work Priorities
- Hire the Right Employees-Look for Emotional
Intelligence - Thoroughly Onboard and Train Your Agents
- Demonstrate Call Center Manager Skills:
Emotional Intelligence - Focus on Employee Engagement
- Develop a Highly Communicative Call Center
Management Style - Routinely Listen to Agent Calls
- Measure Call Center QA Daily for Successful Call
Center Management - Engage with Customers—Promoters, Detractors,
and Passives - Track KPIs and Focus on the Data
- Incentivize Your Top Performers
Contact Center Training Methods
- Live Call Training
- Classroom Training
- Online Learning
- Mentoring Or Coaching
- One-on-one
