Who Makes the Final Call at Your Call Center? | Performance Management Blog

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Performance Management

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

Who Makes the Final Call at Your Call Center?

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Last year, the Harvard Business Review interviewed 7,500 customer service representatives from more than 30 countries around the world. It found there were three types of business cultures in this sector: 

Adherence

In these companies, everything is done “by the book”. Rules are established for how to handle situations, and no exceptions permitted. 

Personal Judgment 

Here, employees are allowed (and encouraged) to make decisions based on their best judgment and personal experience.

Group Judgment 

In this environment, employees seek guidance from other employees on the best way to handle situations, and use that feedback to impact their choices. 

You’ll find these cultures in contact centers as well. And adherence seems to be the one that is most prevalent. Personal judgment offers employees more autonomy, but can result in some agents delivering great service, and others falling short. 

It’s the network judgment model, according to the Harvard study, that delivers the most effective culture in terms of its positive impact on team performance and customer happiness. It empowers team members to make decisions, while informing those decisions with the experience and wisdom of their colleagues. 

With this arrangement, the answer to the question posed in the title of this blog is – everybody. 

If you are considering the adoption of a group judgment (also called network judgment) culture, here are some ideas to get started. 

  • More group activities: Bring agents, managers, coaches and trainers together to discuss how best to improve customer service
  • Agents training agents: Encourage experienced agents to work with new hires
  • Job switching: Let agents serve as managers for a day, and vice-versa. Let them see what the company looks like from another perspective
  • Hire team players: When interviewing prospective agents, look for those with a history of working well with others. Those that only have telecommuting experience, for instance, may have more difficulty with this transition. 
  • Encourage feedback: Whether it’s a Google community, regular meetings or a good old-fashioned suggestion box, make sure there are plenty of avenues available for sharing ideas. 
  • Performance Management: The right performance management solution can make it easier to set performance goals, and solicit the best ideas for achieving them. 

Monet Metrics helps you to easily track, analyze and manage agent, group and center performance to optimize your call center performance. With Monet you can create a culture of accountability and self-motivation.

Find out more about Monet Metrics

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