Outbound Customer Contact – tougher to recruit and retain – Does it have to be that way?
Outbound Call Center Featured Article, TMCnet.com
By TMCnet Special Guest, Jack Heacock, Senior Vice President of The Telework Coalition
We all know the importance of recruiting and retaining the very best people throughout the contact center industry. Not only are they key contributors for providing high-quality service, first contact resolution, customer satisfaction, and an ongoing positive relationship with customers, but they are also especially difficult to retain for outbound work.
Outbound contact center work requires talent that is courteous, yet tenacious; flexible, but firm; detailed and factually oriented; while at the same time maintaining a professional decorum and a results-driven acumen beyond the skill levels of inexperienced representatives.
Programs of limited duration such as product recalls, political or customer preference polling, and direct sales campaigns add to the challenge of finding, training, and managing effective talent. During periods of economic downturns, reminder calls on account obligations to financial institutions are especially difficult areas for representatives to address and resolve successfully.
Does it have to be that way?
Today Show financial editor Jean Chatzky reports.
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