Encouragement is the key to performance. Reward is even
greater source of encouragement when it's beyond just
words. Call Centers have over the years developed a
performance appraisal system that's including all the
components of good communication. Nowhere else does
appraisals matter so much as much in call centre business,
as its all about customer experience which sells and is at
CSR discretion, he can make it most memorable or the worst
at the same time. Technology has turned the way in the
favor of Call centers and has reduced the hassle of
managers and supervisors who had to listen to live calls to
evaluate the performance of CSR, now with advanced software
recording option; the calls can be replayed for evaluation
of the quality and customer satisfaction.
A contact center should first offer quality training to the
staff and then expect high performance appraisal, otherwise
all the activity is useless. Whether you listen to live
calls or recorded streaming, you should have well-defined
standards for evaluation of scores and it should be
pre-agreed with CSR, this way you can be in better position
to motivate and advocate the CSR to improve his
performance. Avoid such digital recording vendors who
consider the length of call as a parameter of quality call,
set your own professional parameters to evaluate the
quality of call.
One of the best possible made evaluations models includes
all the ingredients of good communication. The appraisals
is made on the basis of one of the basic elements of good
communication and it is expected from CSR to demonstrate
these good practices to get good results towards the end
for themselves and for the company. The honesty level of
the CSR can make real difference and in case the CSR is
lagging short of words to depict his honest support,
customer experience won't me very appreciable. Next to
honesty, performance is evaluated on the basis of the
attention that CSR invest in his overall attendance. His
reply will reflect his presence and if he is giving hundred
percent, favorable comments will be added out of the
overall experience. Interest level is also among the
factors that are considered during performance evaluation.
Furthermore, duplication should be avoided and CSR should
not ask anything twice, this creates really unpleasant
impression on the caller. Refraining from making
experienced based assumptions is really very important;
otherwise the call will not be converted into prospect.
Sense of responsibility, control of CSR on the call,
friendliness and professionalism are some other
determinants of a quality customer service call on the part
of CSR. Many other factors need to be considered seriously
when making call evaluation, other than just call handling
and call quality. No one learns communication skills by
birth and for the stuff that has not been able to enter
main-stream careers, it's even further a less realistic
expectation. Training and skill development of s can yield
considerable results towards the end.
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