TIP 1: Benchmark Staff
Get your Quality and Assurance Department to give you a hand to give you the ability to identify the most successful Customer Service Representatives (CSR’s) for each type of campaign. This is a great way to improve the rest of the resource pool and generate best practice results.
This may sound rudimentary but I have found many Contact Centre environments that have stable Quality and Assurance programs but do not use them to benefit the business.
A classic example was a Financial Services client that asked for help in squeezing those extra response rate points from specific a campaign.[Read more…]