How to manage an Inbound Call Centre in better way

The job at an inbound call center could get sometimes very demanding and tiring. Especially if you have outsourced worked from a renowned brand the agents get back to back calls.  They have to work continuously for 7-8 hours and for at least 5 days a week. To improve the quality of work and to make the workplace a better place for the employees, there are many things you will need to keep in mind; especially if you have a new business. Here are certain tips that will help you.

Maintain a congenial environment:

Employees love to work at the place where they have a sense of belonging.  If they know they are working with friends, the job becomes so much easier. Not all the Outsourcing Call Centre service providers are able to maintain such an environment and thus it results in higher attrition rate. If you have a small business then you can always maintain a personal relationship with almost all the employees. You don’t have to know all of them personally but small acts of kindness can go a long way in maintaining a long term relationship.

There should be motivation for everyone:

Your employees need to stay motivated. Of course the payout is the biggest motivation but there are other things as well. First of all, make sure that the payout they are getting is competitive and according to the market.  More than the fixed payout, people are interested in the incentives. Good performances should be awarded at the right time. People should know that if they will work better they will get more.

There are many small and big rewards you can give out depending upon the performance. Create reward programs and recognize the good performances. This will not only help the good performers perform better; but those who do not performer good will also work better.  Motivation is one of the mantras of inbound call center services providers.

Have a robust training and feedback program:

A good training goes a long way in generating good performance. Make sure to invest in the training processes. The feedback mechanism should also be appropriate. Agents not only need training at the beginning but also during the job – it is called on job training. This helps in staying updated with the recent trends and practices. Training also helps in sharpening the skills.