Setting the Right Goals for Call Center Agents

It is essential for call center managers to set the right goals for the agents to help them give their best. The managers must make sure that they are motivating their agents in the right direction so that the agents can work at a high level for accomplishing the goals of the company. I

f the managers at call centers are able to provide their agents clear and effective performance objectives, then the agents can perform well under pressure and deal productively with the customers.

There are several tips that the managers and supervisors can follow for setting goals for the agents to achieve. Specific targets must be listed for the areas of performance that has to be measured. The managers must also develop a certain time for call handling, attendance guidelines and quality sco res to make sure that the call center agents are punctual and working effectively.

The call center managers must be able to organize meetings on a regular basis; this ensures progress in work. The meetings and trainings should be diverted towards helping the agents improve. The agents must be well trained so that they can overcome the many shortcomings in their behavior or approach. The managers can sit individually with agents and listen to the calls with them, so that the agents have a hands-on experience in where they need to improve and what they can do in a better manner to deal with customers.

The managers must also listen to the concerns of the agents, if they have any and try to address them effectively. The managers must value the feedback that agents are offering them. The feedback helps the managers to be alert on the problems that may hinder the operations of a call center. It may also help the managers know when the agents require further training for meeting the goals of the company.The managers must make constant efforts to offer refresher training so that the agents do not forget what they have been trained for. Such trainings will help the agents achieve the standards that have been set for them. Employees who are well trained must be able to show a strong knowledge of the products and services. The employees at the call centers must also have the finesse that is required for handling customer complaints in an effective and efficient fashion.