7 Strategies to Upgrade Call-Center Performance, Part 2 of 2

7. Cloning the “best agent DNA.” Keeping call-center reps up to date on best practice interaction and service fulfillment processes, service compliance, contextual offers, and product knowledge is a nearly impossible task for most organizations. As a result, service varies from agent to agent.

The call-center rep’s personality and skill largely determine the value of the interaction for the customer as well as the business. Therefore, when you find “star” reps who are able to thrive in this environment, duplicate their performance for the entire call-center staff. This framework is based on the notion that attitude is more important than aptitude. Though aptitude is relevant (e.g., experience in sales and customer service, verbal communication skills), attitude is a must. Consider the following four-step process.