There are a lot of factors that contribute to a call center representative’s success — company knowledge, experience on the phone, and the list goes on.
In a recent interview with our VP of Human Resources, Cyndi McDurmott, we learned that the key to CSR success comes down to one factor, support. As Cyndi says, “Take the most talented, experienced agent and they will fail if they don't have the support.”
Here’s her interview:
CSRs Need a Network of Support
Managing calls for a client is a team effort. CSRs need access to supervisors, call center managers, and even the client because when they have a question, they need a network of support to pull from.
It is crucial that our call center agents have all the resources at their fingertips so no question goes unanswered. The more knowledgeable a call center agent is, the better equipped they are to field customer questions and provide a better solution.
READ: What Successful Call Center Management Looks Like
Managers Need to Know CSRs’ Strengths (And Weaknesses)
Just because a call center agent did not have the best experience with a particular client does not mean they are not a successful agent.
By internally transferring agents to a different client based on their skillset, Cyndi found that agents experienced surprising growth and improvement at their career.
More than internal transfers, it is also important to individually work with any agents that need help whether they are having a hard time with a particular part of their job or just need an answer to a question.
Cyndi explains that managers need to be ready and able to help as much as possible: “It starts with really empowering all the managers and the team supervisors to hit the floor and work with the agents. If it's not really what your traditional job description is, let's find somebody who can get the answer for them.”
At The Connection®, we found that supporting our employees builds a group of happy, talented call center agents. If you want to learn more about our process, just visit our “About Us” page.
