Common Mistakes New Agents Make revealed by your Call Center Software
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<font color="#000000"><strong><span><font color="#000000">by:
Alfred Kelly</font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">The
following are common mistakes done by your typically new agent and
could be addressed in the most immediate way through the use of a
call center software so that management will be able to focus on the
matters and less on the minor details.</font></span></strong></font>
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<strong><span><font color="#000000">Arriving
late. Usually new agents fail to see that the preciousness of their
“on-time” presence once they put on those headsets are essential
in making or breaking a call. </font></span></strong>
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<font color="#000000"><strong><span><font color="#000000">Misscommunication
with supervisors and managers. Usually, new agents are intimidated
or have issues with their OIC that sometimes could be a hindrance to
productivity. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">Some
agents cannot handle some requests made by callers. This is due
again to miscommuncation with their supervisors. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">The
misuse of low time. If you are experiencing low time meaning less
calls for the day, try to make it a point to use this opportunity to
train agents to better performance. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">Be
able to learn how an agent interacts with a caller. A manager will
be able to get hints as to how the agent's communication skills
work. And from there, could improve on the errors done. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">The
inability for the agent to relay customer issue to their
supervisors. Again, the culprit miscommuncation. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">Suggestions
are usually brushed off. New agents may seem a bit intimidated by
suggesting to their supervisors but once they get the courage,
management should take heed. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">Weakness
points are not evaluted well. Be able to do your research about the
performance of each agent. It will be difficult to keep track once
agents will be coming in. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">Since
a Call Center is a very dinamic environment, make sure you exude the
aura of flexibility. This will help new agents to absorb the
positive attitude and actually welcome change if it deem necessary. </font></span></strong></font>
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<font color="#000000"><strong><span><font color="#000000">Even
though agents will come in entry level, always remind them that this
is the start of a budding career. That management is able to
recognize experience and will welcome agents who are worthy of
promotions. </font></span></strong></font>
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(Alfred Kelly used to
work as a software experts at Intel with a degree in Chemical
Engineering, this software advocate likes to doodle with the
computer. Basically his past time includes breaking apart his PC and
bringing it back together again with his own hands. He spends most of
his free time reading engineering books and he even managed to set up
his own call center with his immediate family as his employees.)
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<font color="#000000"><strong><a href="http://www.mycallcentersoftware.com/"><span><font color="#000000">www.mycallcentersoftware.com</font></span></a></strong></font>
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