Are you in the Philippines or India? Do you hire call center workers who seem great by your standards. Well, guess what? Your standards don’t matter! It is the standards of the people wherever you are calling or receiving calls from that matter.
Are you doing incoming calls from Canada? You better have a friend in Canada who puts in his 2 Canadian Cents worth telling you what he thinks of your new call center employee. Getting calls from Delhi? Well, you had better ask some Delhi-ites what they think. After all, their standards are a bit different than standards in other parts of India, right?
Get workers who are attractive to your audience. This is not rocket science, but you do have to ask around and keep your eyes open. In the long run, the call centers that win are the ones that go overboard to please their clients. Do you try to please your clients? If so, how much do you try to please your clients? Are there a few MORE things you could do to please your clients? How often do you talk to your clients to ask them if there is anything else that you can do?
If it were me, I would run my call center workers one by one through a set of demanding people in various parts of the world. I would write down all opinions from all of my “judges”. It is so funny, because these days there are reality shows throughout the world where people will get up and sing before judges, or cook before judges. Each judge has something to say.
The sauce was too strong, and the cucumbers didn’t seem like they were “part” of the dish — they seemed like something you just threw in.
You can put your call center workers before judges and get critiques… That is easier than having your client tell you that you are fired because HIS customers didn’t like your new guy or your new girl. Think ahead and scrutinize your people — or someone else will.
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