Q & A with Call Center Leaders
Q. How can I monitor for quality without compromising production?
Welsh: "In some environments, even good numbers don't mean much if the quality of customer service is poor." Don't be blinded by high figures, he adds, noting that a strong long-term relationship with a customer is ultimately worth a lot more.
Q. How do I spot talent in a future team leader?
Welsh: "Look internally first for new team leaders. Don't look for your best performer, but instead look for those who are helpers, the people others look to for guidance. Look for people who are patient."
Q. Some top agents may never become supervisors because they're too valuable to lose as reps. How can I bridge the salary gap?
O'Donnell: Try offering reps a base salary and an incremental raise structure. They can gain promotions by hitting pre-set production benchmarks, giving them an on-going sense of acknowledgement for their improvements.