No position in your company is quite as important as your call center employee. These employees have a direct line to customers, sometimes when retention is on the line. The way these employees interact with these customers will help showcase the company in a positive or negative light. The way the company is portrayed depends a great deal on the amount of effort you are willing to put into these employees.
One of the best ways to help make your call center employees successful is through coaching. With coaching, you are able to give your employees more information regarding the areas they need to improve in as well as those they are excelling. Not only can this help to improve their overall job performance, but it can help improve employee
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However, this is a critical step if they are to improve their job performance. One way to solve this problem is to actually play back some of their calls for them to listen to. Discuss the areas that you see for improvement and get their take on the call as well.
The best approach to take when you are coaching a particular call is to start by asking your employee what areas they did correctly. This conversation should be followed by constructive feedback regarding areas that you see that could use improvement. It is usually best to only give one piece of advice at once. Offering too much information and ways the employee can improve can seem overwhelming and may cause the employee to give up hopes that they can improve.
After you have had a conversation with your employee, get a commitment from them that they plan to improve. Put a timeline on the specific item and revisit it after a specific date. This will give the employee time to correct the issue and will also help them to have a goal to strive for. Keep track of their progress as much as possible. It is even best to keep a detailed report written on a piece of paper so you can both review
This constitutes the single largest barrier to successful coaching. Common barriers to
According to the Case Management Society of America, case management is "a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual's and family's comprehensive health needs through communication and available resources to promote quality, cost effective outcomes" (Case Management Society of America [CMSA], 2010). As a method, case management has moved to the forefront of social work practice. The social work profession, along with other fields of study, recognizes the difficulty of locating and accessing comprehensive services to meet needs. Therefore, case managers work with these
South Street Hospital (SSH) is 1 of 12 not-for-profit healthcare systems in the Great West Hospital System. Their corporate call center located at Great West handles all 12 hospitals. Dr. Canton is a colorectal surgeon at SSH. His office received an irate call from Mr. Gutsy canceling his surgery scheduled for the next day. He claimed that a woman from SSH had called him demanding that he bring money to the admitting center for his co-pay but stated that he could not remember her name. He stated that he did not want to go anywhere that makes these kinds of demands (Buchbinder & Shanks, 2012).
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
Coaching is not an easy task and figuring out the best way to lead and guide employees can be overwhelming and challenging. Alex is now in a position where she has to be a motivator, leader, and a coach to several employees. She needs to understand the concept of coaching and the behaviors that go along with her coaching style. The concept of coaching helps develop and grow employees to achieve performance improvement, but it also helps the managers see how the employees embrace their job tasks and asses their results in comparison to the overall mission of the company (Bawany, 2015). Therefore, Alex needs to look back at her previous managers and determine what qualities and behaviors they possessed in order to improve her performance. Also, she must look at what personality traits James has and look at his previous managers to see which manager coached James to perform the best while working for the company.
The first phase in becoming a successful coach and motivator is a successful coaching conversation, managers should involve subordinates fully in the communications process. Successful coaching is not a didactic process – one in which the manager instructs and the employee listens. It should be a process of mutual exploration and discovery. Coaching is a process designed to make the most of what both members know. The manager’s main tasking is to ensure that both sets of information are used.
1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.
Leaders can utilize coaching to harness and focus the skills of an employee or employees. Managers must
I wanted to start telling the story of our experience by sharing the feelings I brought into this exercise. A few years ago I underwent an experience of coaching through several sessions that left me this taste in the mouth that the coaching as a tool to develop others is not very effective. I have not taken the time to deeply analyze what went wrong but in general if I had to choose to do it again I think I would choose another methodology to foster change. Its objective in general is to assist in building behavioral skills, but in my opinion to really look for a long lasting change you need to give a deeper understanding to the lack of a certain skills, strongly reflect on the variables linked to it as could be the emotions, values and motivations that conduce you towards a behavior different that that one desired. Personally, I enjoy seeking information that allows me to jump beyond the facts, and staying on the behavioral side of the reality limits my passion for inspiration and insight.
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
The best ways to communicate to your employees are to make sure the environment and place is right for the communication. The leader needs to emphasize on the important parts, focus on the body language and keep eye contact. To be able to success in a project there should be a good communication between the employee and leader, project leader cannot just make a decision because they thinks it is the best decision to make. The majority of the employee has to agree with the decision, so that there is no dispute. (Palmer & Walls, 2001)
It is this capability of the management to cultivate communication that is important towards effective engagement with the employee (Albrech, 2011). It is not just a one-sided affair of a company engaging employee, but also mutual loop where the employee is also engaging the company. After all, it takes two hands to clap. “Voice must be approached in a genuine and authentic way, and treated as more than just a cosmetic exercise. An authentic use of voice means that when the employee is invited to speak up, the company in return will both listen and will respond to what the employee says, even if just to explain why they cannot carry out a request for change. Feedback is vital and action must be seen to follow.” (Dromey et al, 2012, p.17).
Coaching is quickly becoming a new profession outside of the team sports arena. Executive coaching is considered a popular intervention for organizations interested in developing their employees. To further enhance the development of executives, businesses and business schools are utilizing executive coaching (Gehlert, Ressler, Anderson, & Swanson, 2013). Almost 60% of major US companies are using executive coaches for employee development (Newsom & Dent, 2010). Executive coaches assist in identifying specific goals and provides the client with the tools, perspective, and the structure to accomplish those goals. While executive coaching is similar to consulting, con...
For a business to grow into a more profitable one, the manager should emplace measures to insure that customer service is made number one priority. After implementing a structure, it is recommended that the customer service representatives, along with other employees in the business, undergo continuous training in order to maintain the standards set out by the customer service model. Having the right structure in important in any business entity and will have positive implications on its profits.
...r staff and colleagues and not only give orders. This involves giving feedbacks, constructive and positive. Constructive feedback guides the employee in the right direction or path. Positive feedback praises and encourages the employee when they complete a task well. Above all we have seen the importance of interpersonal communication in the form of one-to-one basis. This serves as a greatest opportunity for an effective two way dialogue or discussion. All these characteristic allow open and free flow communication which results in employee engagement and critical thinking among them. Another important aspect of a good leadership communication is that they think about the message from the team’s perspective. Above all, good listening is a major attribute of good leadership communication. These are some of the important traits of a good leadership communication.