21st Century Call Center Rep

Successful call center processes in place at best-practice companies mirror the process of building a bridge: creating a strong, stable foundation; having piers strong enough to bear significant weight; laying horizontal ties of consistent quality to form the bridge's connective tissue; and installing a safety railing.

KEY FINDINGS

Pouring the Foundation

• The culture is critical in supporting the rep of the future.
• Upper management support/commitment is essential.

Positioning the Piers

• Development of the rep’s support organization is critical.
• The technology must support the function.
• Best-practice companies concentrate on engendering employee loyalty.

Laying the Spans

• Linkages must be respected.
• Coaching is more than feedback; it is structured and focused.

Installing the Safety Railing

• Best-practice companies are looking for a few good performance measures.
• Best-practice companies concentrate on engendering employee involvement.
• Best-practice companies recognize and satisfy employee needs.