Agents that were hired years ago when the call center industry penetrated the were among the best speakers and most were college graduates. Sad to say the market has been saturated.
The supply of potentially great agents is lower than what the demand needs. The market has been saturated which is why global companies are starting to open up their centers in different provinces in the country. The frustration is evident and the pioneers in the industry are doing everything to raise the standards and ensure that agents get constant up-training of skills. Lack of passion and understanding of the industry and the rapid growth of ramps have made it difficult to meet and sustain client expectations.
I would like to call out to the call center managers and country managers out there. Build a strong foundation for every account you ramp. Hire great thinkers to become managers, consistently train your agents to become the best they can be, continue the guidance and support them by giving them the right tools to succeed. The only way to go is NOT to ignore their needs and prepare them for the next level. Remember not to promote them just because you need the headcount filled.
It starts with a goal and an idea, a great leader, strong followers and a check and balance process to ensure standards are met.
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