A Successful Contact Centre is All About People
Technology in our
contact centres has certainly improved performance over the years,
but it does not
addressed many of the people issues that have affected the successful running
of our contact centres.
The most typical
issues are:
▪Poor New Business
sales result.
▪Unacceptable levels
of agent turnover.
▪High levels of time
off with sickness and stress
▪Poor Customer
Service levels
Evidence shows,
these are predominantly the result of not matching a person’s natural character
traits with the job they are doing, which is why we see
some agent perform exceptionally well
and others struggle every day until they leave.
This can further be
identified with agents that have
▪Unnecessarily long
call durations
▪long wrap up times
▪High levels of
"Agent unavailable" status
All of these are
significant signs of having an agent in a role that doesn't sit comfortably
with their Natural behavioural character traits, and this is where
SalesMatch can help.
Used during the
early stage of the new candidate recruitment process, our behavioural
assessments will identify these character traits, which will enable you to
match them correctly with the job type. The assessments
are also a powerful tool used to review the existing agents, to ensure they are in
the best roles
To demonstrate the
power and value of our contact centre assessment to you organisation, we will
profile your top and bottom performers completely free of charge, and provide you with
a report of the finding.
Learn more about how SalesMatch can help you improve your contact centre performance:
* Behavioural Profiling Services
* Consultancy & Advice on contact centre agent changes
Don't forget to read this http://bit.ly/2LKnJmz to learn how to setup a call centre
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