7 Strategies to Upgrade Call-Center Performance, Part 2 of 2

* Classify your call-center reps into four groups: models — retain, refine and reward these high attitude, high aptitude reps; makeovers — this group holds great potential for improvement; misfits — reassign these reps that are lacking in attitude to roles that don’t require them to interact with customers; and mistakes — let go of these low attitude, low aptitude reps.