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Simon Says: Check Your Equipment
by
Elaine
Senecal; illustration by Chris Lewis
July/August, 2003
We
can all agree the call center representative's offensive remark was
inappropriate. We all know how we
would handle that situation, but for now, lets put that aside.
Let's
think about this; how often should we test even the smallest piece of equipment
we use daily in our call centers? More
importantly, have we taken time to train our representatives how our equipment
works and how it may fail?
Do
our representatives know the importance of the tools they use daily? Do they
understand that how these tools are used to generate revenue?
Do they know how their individual performance affects their paycheck?
How
do your keep their motivation consistent? Training!
You
know that carpenters need saws, hammers, and other equipment to build a house.
In comparison, we cannot perform effectively if
we don't train our representatives on the proper use of the tools.
Make
a list of all the equipment and applications your representatives use daily.
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List the use
for each, keeping in mind the effect it has on their performance.
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List potential
misuses of equipment, how equipment could fail, and the consequences as
performance directly affects call center revenue.
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Now, use that
information to train your representatives!
As
leaders, we often attend to representatives' interactions with customers but we
sometimes forget just how important proper training and equipment can be.
Proper training is the key to consistent motivation.
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