Tacit Knowledge and the Knowledge Management Systems

Diminish Turnover o Raise Productivity o Lower Absenteeism

A commonplace Call Center utilizes 3 Different Types of Call Center Agents:

1. Top Performing Agents – “Grade A” Agents with the “Secret sauce” that pushes them to Succeed, and the apparently Natural Compatibility with the Duties of the Position. You most likely have a couple of in your Call Center Operation now and wish that you could copy them.

2. Sufficient Agents – “Grade B” Agents 지식산업센터분양 who Perform their Duties Adequately Enough “to scrape by” – yet No Better.

3. Minor Agents – “Grade C” Agents who have a High Level of Absenteeism, Low Productivity, Poor Performance and Poor Customer Satisfaction Ratings and who adversely affect Agent Team Morale.

We request a great deal from the present Call Center Agent: Handle More Customers and Calls, Order Taking, Cross-Selling/UpSelling, Being Proficient with Computer and Support Systems, Being Non-Confrontational and Good-Humored, Work Well in a Team Environment, and so on, and so on.

As a Call Center Hiring Manager, your Challenge is Twofold:

first – How Do You Find a Sufficient Quantity of Quality Applicants for your Call Center Agent Positions?

Numerous North American Labor Markets have arrived at the Saturation Point for Call Center Agent Applicants in the Local Labor Pool. As a matter of fact, 64% of all North American Call Centers presently find it a “Significant Struggle” or “All things considered a Challenge” to Find Quality Applicants for Call Center Agent Positions. Furthermore, 37% of Call Center Employers are currently Reporting “Serious” Competition for Call Center Agents by Other Employers.

second – How Do You Weed Out the Job Candidates Who Will Burn Out Fast Because They Aren’t Suited For The Work, and Identify the People With the Skills, Motivation, and Work Ethic to be Your Top Call Center Agents?

While Almost Everyone can Use a Telephone, Not Everyone is Cut Out to Work Successfully as a Call Center Agent.

Employing the Wrong Call Center Agent is the Root Cause of Turnover and Absenteeism, and is a Significant Drain on your Bottom Line, on Customer Satisfaction, and on your general Call Center Agent Team Morale.

Today, the Average Annual Turnover Rate of Full-Time Call Center Agents is more than 30%. The Turnover Rate for Part-Time Call Center Agents is Worse (84% – with 15 Month Avg. Work Tenure). Furthermore, the Average Cost to Recruit/Hire/Train a Replacement Call Center Agent goes from US$2,600 – US$15,000 (contingent upon the sort of Agent Position).

Each Failed Hire Causes You to Throw Precious Budget Dollars Down the Drain Retraining Recruits for the Same Position. Not to Mention the Lost Sales and Service Opportunities, Poor Customer Satisfaction Ratings, Lowered Productivity and Higher Absences related with a Poor Job Fit.

There are a Series of Best Practices Steps you can take to resolve these Two Issues to Recruit More Top Performing Call Center Agents:

Stage 1: Create an Agent Success Profile – What are the Core Competencies, Personality Traits, Skill Set(s) and Demographics of your Optimal Performing Agents?

Who are your Top Performing Agents?

You ought to profile your Top Performing Agents for their Gender, Diversity, Economics and Education.

Across all Call Center Industry Segments (aside from OutBound TeleSales and Technical Support/Help Desk), more than 75% of all Top Performing Agents are Female and 66% of them are Working Mothers. Just 5% have College Degrees, and 30% of them partook in “Government assistance to-Work”, Unemployment Insurance or Public Assistance in the span of a half year before their Hiring.

Is there Specific “Should Have” Skills/Knowledge that your Top Performing Agents need?

How do your Top Performing Agents Profile in Terms of Typing Speed/Accuracy, Computer Literacy, Specific Industry Knowledge/Experience, and so on.?

What are the Key Personality Traits of your Top Performing Agents?

Is it safe to say that you are searching for an InBound Agent? (A Persuasive Communicator Motivated by Security, Work Environment, Coworkers/Team, Service and Recognition).

Is it true that you are searching for an Inside Sales Agent? (A Persuasive and Persistent Communicator who is Service Oriented, yet Motivated by Sales Opportunity).

Or then again are you searching for an OutBound Sales Agent (An Assertive and Persistent Closer who is Motivated by Income and Conquering Challenges and who Initiates Customer Interactions).