Roundup Fulfillment & Operations 15 Bottom-Line-Boosting
4. Streamline product training. Training CSRs on the features and benefits of your merchandise probably has become a complex undertaking, especially as merchants continually search for new items to offer. In fact, for some contact centers, it's become a continual product churn. With multiple titles, multichannel sales and a large breadth of SKUs available, keeping agents informed of the latest product data is a real challenge.
Agents who aren't well trained on products must ask for assistance, which can lengthen call times. Contact centers that provide CSRs with product training through an established, formal training program, benefit when customers place orders. Large contact centers usually have a full-time trainer. Along with product training and information, communicating important messages to CSRs is a must.
Takeaway tip: Provide pop-up windows to CSRs when they log on to their computers at the beginning of their shifts. This offers an effective tool to relay data on problematic products, company meetings and the like. Using online features for company policies provides easy and fast access for agents.
5. Monitor CSRs' calls and provide regular feedback — these are essential tasks that can help you maintain optimum performance in your contact center. They also provide opportunities for supervisors to hear what customers are saying and how agents interact with them. Call monitoring also is helpful in determining agents' strengths, weaknesses and overall efficiency. Monitoring feedback by the supervisor can be used for performance reviews to increase productivity. And having your managers and merchants perform monthly call monitoring can be a great way to stay in tune with your customer base.
6. Use universal agents. CSRs who can take orders, respond to e-mails and handle customer service functions are assets to your organization. These CSRs are capable of switching tasks as the workload requires, thus maximizing productivity. Using universal agents, particularly at off-peak times, reduces your need for so many dedicated agents.