Hi,
I have recently joined a call center as "Training & Quality Lead"
The process I'm accountable for is a Retention process. I do carry 7 years of experience in Quality as a Sr. Quality executive however it is only in customer services completely, now this is the first time I am working for an Outbound process and facing lot of challenges.
I am very much aware about how to improve Quality but not much familiar about how to help the agents in increasing their productivity (retaining back customers)
On site Client looks bothered about productivity only
Asking about my plan of actions in order to increase productivity
asking about daily improvement in numbers...
Hence, can anyone please help me and suggest me how to deal with this and how can I increase the productivity.
I have recently joined a call center as "Training & Quality Lead"
The process I'm accountable for is a Retention process. I do carry 7 years of experience in Quality as a Sr. Quality executive however it is only in customer services completely, now this is the first time I am working for an Outbound process and facing lot of challenges.
I am very much aware about how to improve Quality but not much familiar about how to help the agents in increasing their productivity (retaining back customers)
On site Client looks bothered about productivity only
Asking about my plan of actions in order to increase productivity
asking about daily improvement in numbers...
Hence, can anyone please help me and suggest me how to deal with this and how can I increase the productivity.