Call Center Performance Management |
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Call Center Performance Management
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Call Center Performance ManagementWhen a call center agent performs consistently well over an extended period of time, and shows leadership potential, he or she will eventually be promoted to call center supervisor. This is not a guaranteed career path, but it describes how many supervisors climbed the corporate ladder to their current positions. Once a rep makes the leap from "call handler" to source of leadership and support, it is up to management to ensure a smooth transition by providing appropriate training. The set of skills required to be a good supervisor can be quite different than those necessary to be a extraordinary agent. The question is how long should management wait for the new supervisor before he or she is held to the same standards as all other supervisors? The answer depends on many factors, but must eventually come to a finite number of weeks or months. It is important to the performance of the call center to make sure that the supervisory team is capable of supporting the needs of the department and the overall organization. If some supervisors require additional training in order to be of value to their team, then such training should be made available. However, the prospect that not all great reps will develop into good supervisors must be accepted. To allow supervisors to fumble through their duties without any corrective action is detrimental to the morale and performance levels of the agents under them. Yet, some call center managers may consider this situation as good enough, as long as some basic things get done. In reality, the situation is not good enough because every bad supervisor is an example of what is acceptable to the company. If a supervisor is unknowledgeable about the company's products, then it would be unfair to expect reps to be well informed about them. Likewise, all other behaviors modeled by a supervisor provide an example to be followed. Unless poor supervisors are transformed into competent superiors, or removed from their roles, their teams don't have much of a chance to achieve their full potential. |
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