Companies can get so wrapped up in their processes, policies and procedures that they neglect the human element the most important one. They develop methods for call center productivity improvement but never find out if their reps can implement these methods. Companies might hire process-improvement consultants to tell them where their bottlenecks are, but never start at the source. While some call centers may actually have process, technology or equipment bottlenecks, companies should first look into how well they are making the call center work for their employees before they start improving processes. Nor is technology the answer.
Technology is only a tool.
A new application or technology may help reps do their jobs better and more quickly, but it will never replace people. To be successful, companies must go beyond processes, procedures, technology, methods and non-consequence cultures to engage, enable and ennoble their people. Up With People People are the answer, especially in the call center. Managers must pay close attention to call center staff and invest in them before anything else. Managers need to find out what agents know, what they feel and what they do best.