Call Center Challenges
Floor Management Challenges
There is no Accountability on the Floor
The Challenge
A lack of Accountability can have many different looks, but here is a description of one of the most common set of circumstances we see. In general, agents “do their thing”. Supervisors put out fires and keep everyone updated on the numbers, and most of their time is spent solving floor problems, doing reports and participating in meetings.
The Core Problem
With everyone being so busy doing the same old thing, no one is pushing the floor to do its best. Everybody is too busy to stop and change things for the better. By this time, many bad habits have developed at the agent and supervisor levels that there are no simple answers. The center will have a hard time digging itself out of the hole.
Solution: The Call Center Floor Management Workshop Creates Accountability
CCFM is much more than a training workshop. Prior to the training, we work with senior management to identify the roadblocks to better performance. We work with your supervisor team to build a more effective floor-coaching plan and strategy. We help you analyze current levels of performance to determine how much better the center can be. We help you build the right communication with the agent population so they know the needed changes are coming and why. Once these changes have been implemented and supervisors are conducting their regular floor-coaching, you will achieve a level of Accountability that is easily sustainable.
Click Here to See an Overview of Call Center Floor Management
