Are Your Call-Center Reps Performing?
8. Source code tracking. If you still rely on source code capture to measure results, provide incentives to hit performance targets. If you’re relying on matchbacks of all orders, place incentives on other more important goals.
Some Further Thoughts
I’d also suggest you arrange your call center into clusters or pods with a working supervisor or team leader in each pod. Place new reps beside experienced reps. Rotations are often healthy.
Reps will learn by osmosis as they sit beside high-performance reps. But don’t let that be a substitute for formal training. Also, post individual performance records by rep each week to let everyone know where they excel and where they need improvement.
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Terence Jukes is president of Ability Commerce, a 140-person firm that designs, builds and runs e-commerce and related marketing programs for catalog companies. He can be reached at TerryJ@AbilityCommerce.com.