Yes, achieving optimal call center performance — and increased collections — can be done. I’ve developed a simple call model (including call expectations) and built listening and coaching programs to support it. My clients have seen an increase in call quality and a lift in collections rates after I’ve delivered the program to their team.
The complete program makes sure that agents understand what is expected of them and receive training and tools for ongoing success.
1. Develop an Adaptive Call Model – Define what a successful call looks and sounds like:
2. Build Balanced Training for High Performance & Customer Satisfaction – Align training to competencies that drive performance:
3. Manage Performance with a Proven Feedback Cycle – Develop tools to provide feedback and review performance on a consistent basis:
4. Reward Success and Ensure Sustainment – Create activities and programs to reward success then implement sustainment activities to keep it going:
Develop an Adaptive Call Model for High Performance Call Centers
Selecting a call framework or building one from scratch requires a detailed look at what you want accomplished on calls and identifying the skills your agents must have. I’ve provided an overview of what to do during this stage…more
Build Balanced Training for High Performance & Customer Satisfaction
When you align training of the collections call model framework with competencies that drive performance, you achieve success. The key is to balance lecture and activities within the training to…more
Manage Performance With a Proven Feedback Cycle
You can still improve performance after the call model is built and training is complete. You must use a consistent cycle of listening and coaching. Here are the steps to take to incorporate that cycle into your operations…more
How to Reward Success to Sustain Call Center Performance
Formal reward and recognition programs acknowledge when employees achieve the expectations set for them. Organizations with these programs are 12x more likely to have strong business outcomes. Take specific actions…more