Outbound Call Centers are an integral part to an organization. From creating sales leads to performing surveys, outbound call centers are one of the major players in a company’s quest to scale new heights. Thus emphasis must be laid on better performance of an outbound call center by a company. Product quality is not the only metric that will help a company achieve success in today’s age. How well you can market and sell your product has taken a front role in defining the destiny of a product in the market. Even an average product can achieve huge success with the help of a skilled outbound call center team.
Thus, to aggrandize a business, one must look forward to strengthen the base and hone the skills of the smallest functional unit of an outbound call center i.e. an outbound call center agent. An outbound call center agent is to an outbound call center what cell is to a living body. Without the performance of a call center agent, nothing is possible, thus companies should look to impart new and improved skillsets to its employees and keep them motivated 24*7. Motivation is one of the major factors that drives outbound call center industry, a motivated outbound call center agent can work equal to 10 average employees. Thus, outbound call center service providers constantly look to provide their agents with the sources of motivations they need. It can be financial or moral perks that are offered which can motivate an employee to produce more and more returns for their company.
Best Methods to train the agents
If an outbound call center fails to provide motivation to its clients, it can never take its business to the heights where it can challenge the giants in the industry. To achieve unimaginable heights, unimaginable things have to be done. Though the methods to motivate outbound call center agents are subjective, here are a few methods that we employ to keep our agents motivated, hope these help you solve your outbound call center agent motivation woes:
Customer feedbacks as a part of training
Customer Feedbacks helps one understand the loopholes in their strategies and the expected positive behavior from a customer’s perspective. For instance if a customer feels that the conversation time is too much, your department can work on strategies to minimize conversation time as well as train agents to optimize time consumed during a conversation. This step increases transparency in work methodology and motivates agents to perform better due to the favorable work environment.
Team them up
During the training procedure, agents must be teamed up with their colleagues and they must be asked to assess each other’s performance. This can increase attentivity as well as the agents will make out their mistakes while assessing their peers. This motivates the agents to perform better as they are able to work with their peers. This also helps in boosting their performance.
Roleplays
Roleplays are the activity where an agents is told to converse with their colleague playing a particular type of a customer and their performance is assessed and appropriate advice is given regarding their performance. This is one of the most sought after activity in our outbound call center and agents look forward to roleplays being performed as they can portray their anomalous experiences with their portrayal and not only prepare them but also their colleagues to handle situations that are similar.
Offer incentives for goals achieved
As far as performance is concerned a huge booster is, incentives. We offer huge incentives for achieving goals and surpassing them. We also set goals that are realistic and are achievable. We found that setting higher goals results in poorer result. If the employees feel that the goals cannot be achieved no matter how hard they try, they will stop trying. We try to set achievable goals and don’t shy away by giving our agents a huge share of their productivity to the company.
Horses for courses
Outbound Call Center requires multiple expertise which is difficult to find in a single person. Thus we aim at hiring agents that specialize in a single functionality and assign appropriate tasks to the. This prevents employees from feeling invaluable to the company due to their poor performance as their chances to perform badly are removed by assigning them tasks that they are most probable to succeed in. This has helped us generate great results for our clients as well as our company.
The above mentioned points are a few of the steps that when followed by an outbound call center service provider, can transform their services and change the outlook of their company in the industry. The Outbound call center outsourcing companies must always look to motivate their agents as they are the ones whose performance plays a major role in the financial and reputational upliftment of a company in the industry.
If you are an outbound call center service providers, following these steps will help take your company a long way. If you are a company looking to outsource outbound call center services to a reliable and proven outbound call center outsourcing service provider, do check out our array of outbound call center services and contact us for any queries regarding any of our services.
