We all aware with the work and responsibilities of call center. To provide services to business’ customers, settle down the problems faced by customers and turn unsatisfied feelings of customers into satisfied, gain sale and make those customers loyal. But all these responsibilities becomes the opportunity for an agent who wish to work under the supervision of call center and want to attain some experience and have some goals ahead! Call center business demand loyalty with business, responsibilities to tackle the problems and qualities to work under pressure and woes situations. The ones who take all responsibilities to himself are called “Call Center Agent”.
The ones who find himself a good communicator, exceptional customer service provider and problem solver join call center as an agent. Call center representative who have some goals to meet in his life and passion to make all his dreams true. Below are some call center agent goals and the way how to meet them.
Lay down the list of “SMART” Goals
A Man will make higher place in the world that have some goals to do. Person without having any goals and missions in his life never focus at his destination because he has nothing to meet. Successful agent is one who set his SMART (Specific, Measurable, Attainable, Realistic and Timely) goals. When a person starts his journey as a customer support representative, He must have some SMART goals in his life. Below are list of call center agent’s goals:
- How to increase self-confidence?
- How to increase problem-solving productivity?
- How to increase sales graph?
- How to prominent him in call center?
- How to improve level of customer’s satisfaction?
- How to enhance performance against service level agreements?
- How to get top rank productivity position in call center?
- How to meet future goals?
Rethink About SMART Goals
A canny person is one that must have a look on his SMART goals and what he wants to do is his life. Rethink on his ideas and goals, are the goals he sets is realistic? Are they will attainable? Are his future goals are measurable and specific? Mission he works hard to start is not timely? Agent must reorganize his goals and his future achievements before start his journey.
Diagnose Underlying Performance Issue
Analyze the performance where you lack down and need attention to strong and motivate. Diagnose your underlying performance issue and what are the aspects where you need to recover. Call center agent’s productivity will judge by his call quality and problems solving ratio in first call.
First Call Resolution
The first impression towards the supervisor and customers will make by frequency of first call resolution. Duration of call, efficiency to handle first call and customer’s satisfaction in first call is very important for agent’s future and to meet the future’s goals. Training phase is much different from the real experience as agents are not aware what questions will ask by the customers and by answering right will close you to meet your goals.
Productivity of agent really matter if he want to meet his goals and try hard to get all them. In call center the thing matter is “agent’s performance and handling time of calls”. If he fails to convert the calls into sale and unsatisfied customers into satisfy. He never makes a good impression over supervisor and negative remarks will become the reason of his failure.
Increase Level of Customer’s Satisfaction
In call center’s life, satisfaction of customer always matter, as they are the investors and pay owner of the business and right to serve with best hospitality. If agent fails to make them happy then no one make customers loyal with your business that means decrease in your sales ratio. To offer better customer satisfaction level you must have grip over your product and knowledge what happens in your business’ product.
Grip Over Your Product Knowledge
The only way to deliver best quality service to your customers and close to your future goals is: strong grip over your business’ product that you want to share with your customers. If you are not aware with your surroundings and changing in your product and right knowledge, you will never share the worth words to your customers.
Get Consistent Feedback
Feedback will help you (agent) to meet your future goals as this will tell you where you lack down and need improvements. Get instant feedback from customers before ending call about your service and get some suggestions. Same thing revise in call center, get weekly or monthly feedback from your supervisor or executive about your performance and get guidance.
Call center agents are the true representative of business as they come front and take responsibilities to give exceptional customer service. Call center agents have their future goals in their life to do because without having SMART and realistic goals, no one get his true place as he have nothing to meet. This article will expound some SMART goals of call center agents and how to do them in simple steps. By following these easy steps agents get find their true place in the market.