With so many people working from home, we also have to know when to armenia phone number resources pick up the phone or video chat and have a face-to-face conversation, rather than spending time emailing/chatting back and forth. My rule is if you email back and forth on the same topic more than once, we need to talk. Feedback: Part of communication is coaching the agent and providing feedback. As I mentioned above, we have to make sure we don't use too much jargon so that the agent doesn't get lost in translation.
Equally important, we need to ask questions. By asking questions, an outsourced telemarketing supervisor can understand where the agent thinks they are and help the supervisor understand what the agent understands. Asking questions can help get the support agents need to make necessary adjustments. If they brought up the idea, of course they would accept it. Supervisors need to provide feedback privately; no one likes public humiliation. Analysis: Successful outsourced telemarketing executives understand key performance indicators and the stories they tell.
Reports help provide insights into individual and team performance. Supervisors should use this data to help understand what to look for during monitoring so agents can be appropriately coached. High call times, low conversion rates, low call times, high conversion rates, and low SPH are all indicators that supervisors can identify through monitoring. Be careful not to overwhelm the agent with too many statistics, as these statistics can be overwhelming. The key is to stick to the main KPIs and the others should automatically fall into line. Attitude: Supervisors are the frontline of an agency, and their attitude determines the mood of the team.