What is the best way to train agents?

Training agents to be equipped and be ready to face the challenges in working in a call center starts at the peak with well-informed and knowledgeable trainer or supervisor. That’s why it is important to have a knowledgeable trainer or supervisor with great interpersonal skills to provide the agent a training that can help them survive the pressure and demands of the call center industry. Also web base assessments will be very helpful to contribute an additional learning and strategy to the agents.

What's the best way to fire an agent who misbehaves or performs poorly?

Firing an agent can be done in a fair and nice manner. It’s not easy to just fire people in a job but sometimes it is necessary to implement such a thing especially to those agents that are always absent, late and have does not perform well in his/her job. If the agent does not perform well start by telling the agent that her/his performance is not good and you are dissatisfied about it, coach the agent everyday and if it does not work issue a verbal warning about the issue and if still it continues give out a written warning to the agent and let the agent understand that it may lead to termination if there will be no progress seen in the performance, if the agent doesn’t respond to it and you can see no improvement that’s the time you can handle him the termination paper for him to sign.

Is there software that will help me manage agents?

There are a lot of vendors that offers software that can help in enhancing agents and system performance like monitoring there average holding time, breaks, call volume, average call time and customer satisfaction survey. We all know that’s there’s no substitute for direct managing of agents in terms of there coaching and attitudes toward the work and there workmates.

What are the key performance measurements in a call center?

A performance measurement depends and varies in every call center. The most basic are the AHT or the average handling time, schedule adherence, customer satisfaction, holding time, service level and many more depend on the account and the company.