The Step-by-Step Process to Build a Productive Contact Centre Team

The Step-by-Step Process to Build a Productive Contact Centre Team

The digital age. A time where productivity tips couldn’t be more important. As a dialler provider, we see call centres make the same mistakes over and over again.

If you want to develop a team that provide results, this blog is for you. Here are 5 simple steps you can follow to build the productive team your contact centre needs.

1. Give Your Team Members Ownership

Give the power to your team members so they can make decisions on their own. This will allow them to be accountable for their own work.

Giving responsibility to people will make them want to get the best results instead of having to get the best results. You can do these in simple ways like leading a project or creating a new campaign.

2. Know Your Teams Strengths and Weaknesses

Each and every one of us has hidden gifts and talents that have yet to be found. To get the best out of your team, you need to know where they thrive as well as where they need improvement. This will help develop a team that continuously grow.

Tools like our predictive dialler will allow you to track your agent’s performance. Digging deep into stats like n.o calls, avg call time and n.o sales to see if expectations are being met.

3. Set Expectations

Without expectations, your team could be underperforming or even over-achieving and they wouldn’t even know it. Without expectations, trying to achieve your goals will be like shooting in the dark.

Examples of expectations could be 20 calls per day with a 10% conversions rate. Again, with a predictive dialler, all of this can be easily tracked for both agent and admin.

4. Do Team Building Activities

Your team must have a strong relationship, they should motivate and inspire each other to do better and be better. Organise team-building activities that allow the team to build a strong relationship.

Conclusion

Teams don’t develop overnight, it requires a lot of time as well as patience. In a nutshell, give your team some ownership and responsibility.

Set expectations to see results and learn their strengths and weaknesses.

When your team meet or exceed expectations, praise them for their good work.

To get teams to work well together, invest the time and money into team building activities.

Bonus Point

Apply these principles to your team and you’re on your way to a highly productive and profitable contact centre team.

However, you can quickly speed up these processes by using tools like our predictive dialler.

Automated dialling is the new normal, increasing your productivity and conversions by 300%.

With access to advanced features like real-time reporting plus 24/7 support to assist you at any time, scaling your contacts centre has never been easier.

Don’t believe us? Check out our 5-star reviews on capterra.com or see our daily uploads across our social media platforms.

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