Devoted to the call center industry, the agents on the phones, and their managers

With the constant demand for a new batch of agents and with an unending ramp within a fast paced environment, recruiters have now resorted to quantity and not quality.  Operations are now faced with average performing agents and worse, even more of those who are struggling on the production floor.

This affects the training department most of all.  Because of this compromise, the training department is pressured to accelerate learning among its participants and hope they are ready before they take in calls.  Strategies to reinforce training within their life cycle have resulted to increase in training costs.

As a call center manager, stop looking at the numerous bottlenecks and gaps within your operations.  It’s time to determine the root cause and stop the endless fire fighting.  Where are the current gaps coming from?

Inspect the assessments that the HR group is administering to get your star agent.  Is it too generic?  Is it aligned to your overall objectives?  Does it have the same training standards as what the learning department has?  If you service many clients, is it tailor fitted to each of the account’s expectations?

By asking these questions, it will open up a wide array of solutions and decrease the domino effect that every call center face during these times.