Creating a solid team in any call center environment can be a major task on supervisors & upper management. One of the biggest challenges on the rise for many companies is turnover ratios & the high cost of attrition.
When faced with these issues, it is easy to point the finger at the hiring manager or HR staff member in charge of recruiting talent. They are typically the person responsible for bringing in a new employee but what happens during the onboarding process?
Many organizations don’t have a structured training program or a full time professional trainer in place to make sure the new employee is fully educated and has a complete understanding of their job. When this happens, especially in a call center or sales environment, many employees either resign or get fired from their lack of success early on. This ultimately creates high turnover and wasted expenses on hiring related cost.
So what’s the solution?
Using new advanced call center technology, telecom companies like S-Net Communications, can provide supervisors that ability to observe, coach, and give feedback in real-time. A real time coaching & training structure will allow mangers & supervisors to help their new call center agents or sales reps early enough for them to be successful.
Having the ability to interact through live audio listening, text chat, and screen sharing can address the demands of training new employees in today’s fast paced call center environment. Through using the call center software, supervisors will be forced to have real-time collaboration with new hires in training, therefore increasing how quickly they become success and decreasing rapid turnover.
S-Net’s Cloud Call Center solution will allow you to manage call queues, record calls, print call reports, and staff more effectively. It’s the perfect solution for today’s mobile and home-based workforce. Having features that allow supervisors to monitor and route calls according to their agents or sales reps experience level, really improves the quality of your call center and the customers overall experience.
Interested in improving the performance of your call center or sales team? Click the link below to schedule a live demo of our call center solution: Live Demo