Call centers deal with a lot of change! Especially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues.
Don't worry. Wishing that your reps and co-workers would look at your written procedures and guides (and stop bothering you with questions) doesn't make you a bad person. There's only so much time in the day!
But wishing won't get you anywhere. So let's look at why your employees and agents aren't using your resources.
Tell me if this sounds familiar...
You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date.
Or maybe you're in this boat...
You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with. Nobody had documented anything before you got there. So you opened up Visio, Word, or Excel and started documenting processes and procedures hoping that you could use them to train your reps.
Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores.
But how can you improve QA scores? And how can you improve CSAT?
If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?"
To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide.
If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps.
Topics: Call-CenterRead More
Are your agents struggling with patient scheduling? Especially during the pandemic when protocols seems to change almost on a daily basis?
We recorded a discussion over Zoom to talk about some challenges you will experience when you try to create call guides for reps who are scheduling medical patients. The discussion is broken up into several segments so you can scroll down to the section that interests you the most. Enjoy!
If you're thinking about using ScreenSteps for your call center, one question that usually comes up is, "What will this look like for my reps when they use it?"
That's a great question! You don't want to use a solution that isn't going to work for your organization, so getting some intel on what ScreenSteps will actually look like when your reps have it pulled up on their screen is a wise move.
In this video, you'll see how and when ScreenSteps would be used by your reps, what it looks like to use the different types of resources, how they can organize ScreenSteps on their desktop/laptop computer, and you'll learn a few tips for improving adoption of ScreenSteps.
Topics: Call-CenterRead More
We talk about rollout training, onboard training, and writing better standard operating procedures
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