You have to give some management training to employees.
Normally in a call center employees are not much more qualified. First of all you should do analysis of employees activities then after make questionnaire & fill it by employees. finally you can identify lack of skill & knowledge. Then discuss with your management & provide training to your employees.
I hope this is one is very help full to you.
Most of the call centre employees are moderately educated and their needs level are familial and societal in nature and therefore their motivation for performance, in my view, lies mostly in financial comfort and family bonding at the work palce.Therefore, it is worthwhile to conduct employee enagement activities to foster social bonding as wellas bonding with the organisation and design an incentive scheme to reward individuals and teams.After this, you can even provide a career path to aspiring employees.
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You have not given enough info aboutthe nature of the call centre and your role in it to give you any concrete suggestions. Have you tried searching the web? I found some tips at 12 great tips to improve call centre performance and How to Optimize Call Center Performance: 7 steps - wikiHow
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