Some of you asked for this call center mind map from the last video.  Here it is:

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Effective frontline leadership skills will make all the difference for your call center.   If you remember in video one I walked through the 3 components that have an impact in call center;

1. People
2. Processes
3. Technology

Our focus of course is in reference to One and Two as they relate to performance.  All call centers can and often are plagued by issues that are common (I list them in call center performance v1.)  In this video I strt walking through the solutions or the characteristics of successful call center, best practices if you will.

Make sure you leave me a comment with what you think!  I need your feedback.

Also, I decide to put together a quick Special to those that are readers and viewers of my call center performance management tips.  You can find details about the call center special here!

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This is the first video in a series covering Call Center Performance.  Watch along as we do a deep dive into solutions to improve performance way past your current levels.  I refer to a mind-map that helps diagram the troubles and the solutions to improve call center agent performance.

After the video, please leave a comment and let me know if I am right on, if I missed anything and what additional information would be helpful.

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Today I asked a peer of mine what she thought it took to create a successful call center…

What she sent me was a lot more than I expected.  I thought you would find this interesting.  In fact, I think it would be good if you could leave me a comment.  Let me know if she missed anything or should have included a topic.  You can leave a comment at the end of this article.

In a nutshell- what does it take to have a well run call center?

• Hire the right people
• Train them in a tried method and continue to provide refresher support as needed
• Support the agents with trained Frontline Supervisors and trained knowledgeable quality staff dedicated to their success
• Support the Frontline Supervisors with training and leadership
• Provide leadership (Site Director or above) that promotes from the top down that everyone in the site know the goals and expectations and are receiving the coaching and feedback to get them to their individual goal

Inspection needs to happen at all levels

(more…)

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