The technology, and the world as a whole, is changing at a very rapid pace. The way people communicate with each other has changed a lot in past few decades. With the advent of telephones, mobile phones, computers etc, people started using these channels for communication purpose. Today, these channels are extensively used by customers for contacting businesses and service providers.
Among all the metrics measured at call centers, Average Handling Time or AHT is the most commonly used metric used at major call centers for measuring efficiency. We, at Bluechip CallCenter , also use it extensively, in collaboration with various other metrics, at our delivery center for measuring our performance.
It has been rightly said that customer is the king as customers have the power to both make you and destroy you. In today’s tough competitive environment where the numbers of substitutes for a particular product or service are too many, organizations can not afford to lose their existing customers due to poor customer services.
Delivering higher levels of customer satisfaction is a necessity for call center services providers and they try to implement every possible strategy to do so. However, agent training is one area where they are not able to maximize the results. The lack of co-ordination, time management and resource management etc are some of the factors which are usually responsible for poor training of agents. Call centers need to understand that the quality of their agents is actually the real quality of work that they would be able to deliver. Unless and until these agents are trained properly according to an effective strategy the performance of a call canter cannot improve.
Team leaders play a very crucial role in a call center as they are responsible for handling teams of agents who communicate directly with customers. The responsibility of these agents is directly on these team leaders therefore it is necessary that they are well skilled and productive.