How to Improve the Productivity of Your Inbound Call-Center Reps
Also, don’t assume that length of service makes for a better rep. While on-the-job experience certainly helps, many companies operate with reps who are set in their ways and find it hard to adapt to changing market conditions, like we have now. Sometimes, you need to give rigid employees a chance to be successful somewhere else.
Now more than ever, you need to produce more with limited or less resources. Improving your inbound call-center reps' productivity is one of the best ways to do that.
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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.