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Consumers have little time--and even less patience--to deal with unsolicited sales calls. With so many businesses vying for those retail dollars, each and every call initiated by your outbound call center agents must be on-point, professional, and motivated. From a great work environment to understanding the technology they're using and performance goals, here are three tips to ensure your outbound agents are prepared for success before they start dialing. Work Environment To ensure optimal production, an agent's work space is an important aspect for his or her overall well-being. A cold, dark, cluttered work area negatively affects motivation, productivity, and efficiency, according to industry experts. Successful call centers today understand the importance of ergonomics. Equipment placement should allow good posture in order to cut back on muscle strain and other maladies associated with sitting for long periods of time. Many office equipment choices offer desks with adjustable heights, and some even allow the agent to stand while working. Performing stretches throughout the day also helps combat the physiological issues associated with long-term sitting. Studies show that lighting and temperature are important to increased production and work output. Although natural light feels better, it isn't always available in a large call center. Allowing for outside breaks can help relieve the sleepiness that occurs later as a result of long term exposure to artificial lighting. The temperature of the office or call center can also lead to negative effects. Controlling the temperature in the office can be a bit more difficult, but worth the effort. According to studies at Cornell University and the Lawrence Berkeley National Laboratory, productivity decreased with temperatures in work areas at 68 degrees and below, but improved when the temperature was increased to the range of 68 to 77 degrees. Understanding Technology The equipment and software required for a call center is a major investment, costing millions of dollars. The latest technology offers increased efficiency, allowing easier accessibility to customer information and opportunities for first call resolution. Agents who understand the capabilities of the equipment, applications, and software and how these systems integrate with one another are better able to make the most of the technology. If software or equipment issues arise, a well-trained agent who understands how applications work can more accurately report an issue to a supervisor or tech support. With that skill set in place, less time is spent on issues, increasing time spent with customers and positively impacting profits. Performance Goals Providing the tools for success leads to confident, motivated agents. Your company's expectations and goals for agents should be clearly explained and illustrated, with performance metrics reviews provided on a regular basis. Are promotion opportunities available? What are the steps? What are the consequences of below-par performance? Access to call metrics measuring average handle time, calls per hour, or calls resulting in actual sales, allows an agent to monitor his or her own performance and make adjustments where needed. Taking ownership of their own performance increases confidence and encourages personal growth. According to the U.S. Bureau of Statistics, it costs a company an average of $6,000 to replace an employee making $12 per hour. Call centers have some of the highest turnover rates, with agents citing reasons such as mundane, repetitive work, poor training, and outdated technology. By providing quality training, encouraging employee success, and implementing software and technology that meet the needs of agents and customers, your outbound call center can thrive and compete on the global marketplace.
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