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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Call Center Performance Tips: Borrow from the Best

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Want to be a great baseball player? Study Kris Bryant’s swing. 

Want to run a great call center? Study how the best ones are getting things done. 

Maybe you don’t have time to travel the country visiting these successful businesses in person. That’s why we’ve collected some of their best advice and tips for better results. Hopefully they will work for you as well. 

Start with this: Make things as easy on the customer as possible. Some customers may appreciate exceptionally friendly service, but for most the top priority is getting an answer, placing an order (or whatever prompted the call), and then moving on with their lives. So emphasize speed of answer, technology that rapidly delivers the customer’s information to the agent, and allowing agents to provide what is needed without putting someone on hold or transferring the call. 

Are your communication channels fully integrated? That means knowing the strengths and weaknesses of each channel (ordering, conflict resolution etc.) and making sure well-trained and cross-trained agents are handling each interaction. 

Next, make sure your agents are engaged. That starts with measuring attrition and absenteeism to weed out those that aren’t cutting it, and perhaps using speech analytics to track performance. But if you demand great performance from agents, you need to give them something in return besides a paycheck – flexible working hours, extra help when they need it, and a path to advancement for those seeking something better. 

Is Net Promoter Score one of the KPIs you measure? It is at many top call centers. This gauges the likelihood of an average customer recommending or criticizing a business’s service. And it’s not enough to collect the data – you have to act on it. 

Finally, don’t look for answers outside the business when they might be available from your own teams. Companies routinely hire outside consultants to tell them what their customers are thinking, what they want, which products should be introduced and which should be discontinued. Before paying someone else a fee to deliver this data, investigate whether your agents and managers already have this information, and put them in charge of putting it together. 

By doing so, the company saves money while getting better answers, and offers an opportunity for agents to take on some executive-level business analysis, which may provide them with a path to career advancement.  


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