Contact centres can be fantastic places to work, or they can be negative, exhausting and draining. The difference comes down to the people in them.
Yes the customers and the systems have an impact, but the cycle of success or failure starts with people. The managers, leaders and agents.
How would you describe your contact centre? Is it vibrant and fun or strict and dull? So many contact centres forget that they are the beating heart of this business. Whether you use the term Call centre or Contact centres you are the Customer centre, the way in which the majority of customers interact with your organisation. Contact centres and by 'contact centres' I mean the people in them, have the ability to create or destroy customer loyalty, achieve or lose sales and impact the image of your entire organisation.
This is something that you don't want to get wrong, especially in our social times when. Your mistakes can hit the pages of Twitter and Facebook. And be seen by millions of existing and potential customers.
Whether you are public or private sector, small or large the solutions, tips and contacts in this series will unlock performance improvements for you, often worth thousands and sometimes even millions!
It breaks down into the systems you use, does your telephony deliver a smooth and personalised customer experience from the moment they connect? Are your call wait times consistently under 2 minutes? Can your agents answer 100% of questions and queries and if not connect rapidly to someone who can? Do other parts of your organisation treat the contact centre like the critical heart of the business it is, or do they sometimes not answer your agents calls, emails or requests for help?
If you are a team leader do you nip underperformance in the bud? Are you praising your team members and giving feedback to every member of your team very day? Do you burn through your quality monitoring with maximum efficiency and deliver call coaching sessions that get results? Do you facilitate amazing team meetings and make the best recruitment decisions at interviews? Are you able to deliver interactive, memorable training sessions that boost agent skills and motivation?
To answer yes to all these questions and more, all you need to do is complete the series of 5 e-master classes.
- Achieving High Performance
- Building and Retaining the Dream Team
- Reducing Average Handling Time
- Personalising the Customer Experience
- Feedback, Training and Coaching for Quality
Even if you answered yes to all these questions, I commit that you will get value out of the series of 5 e-masterclasses, so much so that they come with a money back guarantee. If you don't feel that you have got value just let me know and we will cancel your subscription and give you your money back.
In these master classes I share 15 years of people development and contact centre experience. You could try and figure this out on your own, but why go to that effort when I've made all the mistakes for you?
You can book a Real Results trainer to come and deliver this training in house at a cost of £600 per person AND take yourself out of your job for 5 days of in person training; which will costs your organisation in the region of another £1000 in missed work and covering your day job plus the cost of the catch up time when you get back to your desk after training.
So you can spend £1600 per person and days of time and effort or you can get this done in under 5 hours from the comfort of your own desk or home.
For as little as £200 per person + VAT you can access these e-masterclasses forever.
Or you can do nothing. You can continue as you have done to date, feeling tired, frustrated and overwhelmed, dealing with churn and difficult people. Or you can learn the techniques to remove these from your daily grind and create a vibrant and efficient contact centre that customers love to talk to and agents love to work in.
In 2012 I was voted Most Respected Person in the UK Contact Centre Industry an honour which I'm proud of because I believe in contact centres. They can be fantastic places to work, offering a social rewarding and secure career; and when 4% of the population work in them that's really important. Contact centres can also generate employment opportunities for young people, and deliver essential services and information to customers.
I regularly stand up for contact centres, writing proactive blogs like '5 Reasons Why I Would Be Proud for my Kids to Work in a Contact Centre' because personally, a contact centre job changed my life. And I need contact centres in my life, if I need an ambulance, have a query about a parcel or want to query my utility bill, I need to speak to a contact centre.
But I believe you only get from your contact centre job what you put in, and some of that is skills and some of that is mindset. In this series of e-masterclasses I share learning to work with both, as well as hundreds of practical tips.
I hope you enjoy it and find it useful. I look forward to working with you.