TM Contact Center Marketer's Exchange
How can I make sure my contact center is staffed by the best possible representatives?
Use pre-employment testing. This can predict how an individual will react in certain situations and his or her style of relating to others. It also can help you evaluate the applicant's core values. All of these can indicate how an individual will fit into your organization. In addition, some HR managers have developed a profile of the type of contact center employee who succeeds in their companies and seek to find applicants with those same characteristics and profiles.
—Curt Barry, president, F. Curtis Barry & Co., a catalog consulting firm
Provide excellent training. Start the training by selling the customer services representatives (CSRs) on the product or service you would like to offer. Make sure they understand:
1. why someone would want to buy it;
2. who would buy it; and
3. why they should buy it now.
If the CSRs are not part of the product's target audience, try to relate it to someone they know. For example, if the product is of interest to older customers, ask them to tell you why their parents might be interested in it.
—Deborah E. Pearlman, CEO , DKP & Associates Inc., a telesales consulting firm
When outsourcing your call center, find a company that's a member of The Direct Marketing Association (DMA). DMA members are expected to abide by the association's guidelines.
—Liz Kislik, president, Liz Kislik Associates, a customer service and management consulting firm
If you outsource your contact center operations to a third-party provider, you should be made aware of testing and can ask for results. Contact centers should perform testing at least once a day. Some contact centers are totally managed by computers, which is beneficial for two primary reasons — testing never stops and any necessary changes can be made within seconds.