Every call center has them. Those agents who have the extensive product knowledge. Those who always meet their production goals. Those that receive rave reviews from the customers. Those who you alway put in front of the client when they are monitoring.
I think few call center management teams really take the time or proper attention to acknowledge the contribution of these All-Stars. Cog has complained how little positive interaction he gets from his management team, even though he is performing and complying with their vague directions. Call Center managers would do well to pay more attention and give more recognition to those who are the consistent hitters.
Recognition can come from customers as well.
Hidden Flower of CallCenterBlurb writes the following:
I received a bouquet of flowers from a customer that I helped today. It was awesome because I received them on the same day...unexpectedly. The note was very simple but it was something that I will remember for the rest of my career and life.
It just proves that by having genuine concern for the customer and injecting a positive attitude will go a long way. This is definitely good Customer Experience!
How amazing - to have a customer be so pleased that they go out of their way to send flowers! You can imagine what type of agent Hidden Flower is.
Most people want to do a good job. They want to be sincerely recognized for their efforts. How does your center recognize its superstars?
Thanks for the link. Good post!
AC
Posted by: Anonymous Cog | October 26, 2005 3:09 PM | Permalink to Comment