Over the years, I have found that working with the lead generation agents to improve performance is an integral part of managing the call center. In fact, we cannot be efficient or successful if we do not make this part of our daily routine. Improving performance incorporates many aspects, including communication, “tools”, employee motivation, and growth opportunities. What do I mean, exactly?
- Communication: We cannot expect our telemarketing agents to be successful if we do not define their jobs and responsibilities clearly. After we discuss goals and objectives, we must make sure that management and our agents are on the same page. Do they understand what we are looking for? Do they understand what our clients are looking for? Do they know what our goals are? We must come to an understanding of the main tasks and the levels of performance anticipated, and work out any bits and pieces that are unclear.