cco pre.pptx

retail

1. PRESENTATIOIN Implementation plan on how to improve the contact centre sales or service

2. Offer Guidance and Support Giving people meaningful feedback, with specific references to what they did well and constructive guidance on where to improve is key to boosting performance. This is why techniques like making notes on scorecards can help to add value to the quality process, through extra personalization .   contact centre need to discuss having systems in place that make the advisor experience easy and, if something isn’t working, making sure that the team have a route to come and talk about it.

3.  Educate you entire team about service level It is essential that you train your team about: What service level is How service level was defined How service level is calculated What their service level objectives are How they can meet their service level objectives

4. Establish Positive Incentives for Good Work You want to encourage your employees to do their best work, all the time. One of the best ways to do this is through positive incentives. Quotas, contests, and rewards can provide positive incentives in a number of different ways. First, they can keep employees motivated when the calls get difficult. Second, they can help maintain a higher level of morale throughout your entire team. And third, they can make employees feel appreciated. When your employees feel appreciated, they’re more than likely to go the extra mile to provide high-quality customer service when the need arises. That benefits them, you, and the entire organization.

5. Tune Into Agent Behaviours To improve agent behaviour , it’s important not only to coach the agents themselves but to  train team leaders  too. While we can pass on useful advice, such as “don’t be afraid to have difficult conversations”, team leaders need to be perceptive and observe how agents are interacting with one another .