Call Centers

Call Centers- Effectively Handling Escalations

Call centers in spite of providing very valuable services for the customers and the company alike suffer from high attrition rate. The call center agents due to lack of motivation or getting meager salary or unable to adjust themselves to the strenuous and monotonous work schedules leave the center within four to six months or within one year. This has been a commonly recurring problem with most of the call centers and unless effective measures are taken the quality and the efficiency of the customer services provided by these call centers are bound to suffer.

So as to lower down the attrition rate which may mean reduction in the wastage of money and maintaining the quality level of the customer service the company must undertake the proper steps which are enumerated below:
Taking mock call test from every would-be agent after the interview: the mock call test will be able to filter out the more suitable employees from among the general ones who will be able to handle the work load and pressure. This must be made as HR policy for hiring of new employees.

The would-be agents must be made well aware of the type of process and responsibility he or she is going to handle, how the company will help him or her in career growth and development, the remuneration package and the incentives the agents are likely to get etc.

There must be a properly designed training facility in the contact center which will train and motivate them to enhance their soft skills, technical and job related skills. Separate training programs and modules must be designed for the experienced and the inexperienced ones and there must be a co-operative environment where the newly hired employees may learn many new things from the experienced ones.

There must be proper division of labor among suitable number of staffs that is no any employee should be overburdened with many tasks. The process of carrying out all business must be simplified,

There must also be the system of periodically rewarding best performing employees to boost the morale of other agents and keep them motivated. The employees must not feel at any point of time that they are being underpaid or their tasks get unnoticed.

Many call centers in Rajasthan suffering from high escalation rate have started to take effective measures to combat with this problem.