Importance of HR evaluation in call centers/customer support services

Evaluation of human resource performance is especially important in those business areas were human factor plays the most important role.  For example, if we’re talking about call centers and customer support services it is imperative to employed and educate highly qualified personnel.  Let’s explain why.  When a customer purchases products/services he might have questions or problems with the products and services he has recently bought.  Of course such a customer will contact customer support service or company call center.  A customer is not familiar with the company structure, management system, approaches to of customer relations etc.  He or she will for his/her judgment based on his communication experience with call center operator.  In other words, if he has a nice chat and has all his questions answered and problems solved he will probably think: “Hay, that’s a nice company.  Perhaps, I will buy from them again.” There is nothing better for any business than a satisfied and loyal customer who is thinking of buying more.  Regular customers are regular sources of income.

What makes excellent call center operator?

What makes excellent call center operator?

Under what conditions will the customer have positive communication experience when talking to call center operator?

  1. Communication etiquette.  Call center operators should be polite and use proper language.
  2. Professionalism and competence. Customers are calling not to have a chat but to have their problems solved and questions answered. Call center operators must be 100% competent in all issues related to products and services they are company sells.
  3. Readiness for unusual situation. Sometimes customers have very unusual questions and not typical problems which should be nevertheless solved.

The ultimate goal of human resource department is to recruit, employ, educate and retain personnel that will meet the above three criteria.  As known, human resource department does not produce anything and it doesn’t earn money.  That’s why if human resource department is working in efficiently this will cause losses for the company.

How improvement of HR performance can benefit the company

How improvement of HR performance can benefit the company

HR performance of call centers and customer support services should be constantly evaluated with the help of balanced scorecard system.  This will not only help optimize HR performance but also align HR goals, objectives and measures with the company strategy, mission and values.

It is important to create a positive organization climate and suitable working conditions for call center operators.  These employees can earn money for the company (for example, sales via phone) and create a positive company public image (by solving customers problems in answering their questions).

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