May
2001
Many call centers confuse production and performance, so they pay agents for the wrong thing. Performance determines call value, and three criteria determine performance -- measurement, agent talent and a supportive work environment. Overlooking any of these measures may drive down call center value -- and profits.
Call centers are the ultimate people management business, and companies that focus on their agents' performance and career development achieve the greatest financial performance. Career development plans for customer service representatives focus on three principles: promote across, not up; pay for value creation; and support CSRs with great coaches.
Sales roles are not identical. A top producer in one role may be only a mediocre salesperson in another. The best performance occurs when there is a close match between a person's talents and their sales role. So how do you know if your salespeople "fit" their role?
No single process is more curcial to an organization's success or failure than decision making. Although most developmental approaches focus on the process teams use to make decisions, there is a human variable that influences every aspect of that process: talent.