Call Center Rocket Science

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No part of this book may be reproduced in any form or by any electronic or mechanical means including information storage and retrieval systems, without permission in writing from the author. The only exception is by a reviewer, who may quote short excerpts in a published review. This book is presented for informational purposes only.  Due to the rate at which conditions change, the author reserves the right to alter and update his opinions at any time. While every attempt has been made to verify the information in this book, the author does not assume any responsibility for errors, inaccuracies, or omissions.

CONTENTS

Introduction
Section I: Recruiting and Hiring Tips

Tip 1: Recruit Better and Save Money by Paying More
Tip 2: Referral Bonuses
Tip 3: Always Be Recruiting
Tip 4: Teach a Community Center Class
Tip 5: Build a Recruiting Story
Tip 6: Look for Motivated Candidates
Tip 7: Pros and Cons of Using an Employment Agency Tip 8: Multiple Touch Point Hiring Process Tip 9: Allow Applicants to Listen to Calls
Tip 10: Utilize Reps as Part of the Interview Team
Tip 11: Do a Quick Test for Email and Chat Reps
Tip 12: The Interview Agenda
Tip 13: The Actual Interview
Tip 14: Look for Laughter During the Interview
Tip 15: Close Good Candidates With a Tour
Tip 16: Write Down Your Feedback
Tip 17: Customer Service vs. Technical Skills
Tip 18: Pros and Cons of Call Center Experience
Tip 19: Create a Balanced Staff
Tip 20: Be Patient When Hiring
Tip 21: The Elusive Soccer Mom
Tip 22: Post-Training Feedback Session

Section II: Training Tips

Tip 23: Hire a Professional Trainer
Tip 24: Train During Shift Hours
Tip 25: Start with Communication Skills
Tip 26: Split the Training Class
Tip 27: Effective Role-Playing
Tip 28: Fast Track Training with the Top Ten
Tip 29: Introduce Other Departments
Tip 30: Trainer to Supervisor Hand-Off
Tip 31: Assign a Buddy or Mentor
Tip 32: Train Side-by-Side Mentors
Tip 33: Call Center Bingo
Tip 34: Create a Customer Story
Tip 35: Test Desk During Training
Tip 36: Graduation Tests
Tip 37: Celebrate Graduation
Tip 38: Pay Them to Quit
Tip 39: Creating a Smooth Transition to the Floor
Tip 40: Starter Responses
Tip 41: Have Off-Line Support Agents Take Calls
Tip 42: The First Eight Seconds
Tip 43: Every Call Counts
Tip 44: Don’t Let Customers Vent
Tip 45: Teach a Grammar Class
Tip 46: 60/30/15-Minute Modules
Tip 47: The One-Page Cheat Sheet
Tip 48: Training a Group by Listening to Calls

Section III: Managing Your Call Center

Tip 49: Create a Culture of Learning
Tip 50: Manage by Walking Around
Tip 51: Allow Reps to Listen to Themselves
Tip 52: Productivity Measures
Tip 53: Performance Documentation
Tip 54: Managing Punctuality
Tip 55: Don’t Coddle Poor Performers
Tip 56: Push Stats That Are Important
Tip 57: Talk Times
Tip 58: Book of the Month Club
Tip 59: Useful Feedback on Customer Contacts
Tip 60: The Eye-Roller
Tip 61: Elective Training Classes
Tip 62: Remove Defensiveness
Tip 63: Don’t Get “Shouldy”
Tip 64: Lunch for One-on-Ones
Tip 65: An Article A Day
Tip 66: The Full Day Press
Tip 67: Self Reviews
Tip 68: Giving Reviews
Tip 69: TGIM (Thank God It’s Monday)
Tip 70: Incentive Prizes
Tip 71: Non-Monetary Incentives
Tip 72: Transcribe Wordy Calls
Tip 73: Maximize Supervisor Coaching Time
Tip 74: Skip-Level Meetings
Tip 75: Create a “Friend Friendly” Environment

Section IV: Call Center Operations

Tip 76: Soft Openings and Closings
Tip 77: Chat for Internal Support
Tip 78: Floor Management Schedule
Tip 79: Lower Your Contact Rate
Tip 80: Creating Actionable Call Drivers
Tip 81: Every Question Once (or EQ1)
Tip 82: Intranet Site Organization
Tip 83: Flushing the Queue
Tip 84: Daily Huddles
Tip 85: Work-at-Home Options
Tip 86: Schedule Off-Phone Tasks
Tip 87: Cure the Monday Blues
Tip 88: Natural Sounding Scripts
Tip 89: Judge Quality Holistically
Tip 90: Internal Quality Scores Trump Customer
Tip 91: Resist Rep Customization
Tip 92: Email/ Chat Reps Create Own Templates
Tip 93: Avoid Overflow Double Jeopardy
Tip 94: Closed Information at Top of IVR
Tip 95: Allow Customers to 0 Out
Tip 96: Hosted Solutions
Tip 97: Disasters and Work at Home
Tip 98: Plan Emergency Messaging

Section V: Outsourcing

Tip 99: Transparency Increases Credibility
Tip 100: Be Proactive
Tip 101: Know Your Service Organization
Tip 102: Make a Recommendation Every Six Months
Tip 103: The Five Cs of Outsourcing
Tip 104: The Contract/ SOW
Tip 105: Visit Until They Stop Taking You to Dinner
Tip 106: Sit on the Floor Tip 107: Make Your Success Their Success
Tip 108: Be Their Best Account
Tip 109: Rep Quality Vs.  Exec Quality
Tip 110: Provide a Dedicated Resource Wrap Up About the Author

Wrap Up

About the Author

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