A contact center is an organized ground worked in by agents and led by a manager. Working in one requires a specific set of abilities and talents. Because of this, it is every company management’s primary desire to have an agents with the best records and the best skills. These companies only want the best people to work in the company so that it will flourish and grow to its full extent.
When a contact center has a shortcoming in their services, it immediately reflects on the agents and much more on the management, and when this happens, the management has to do something to improve their services.
Improving their services require hiring proven high performers or ‘rockstars’ and dismissing people with huge potentials. With that system at work, those people who can do so much are pushed to exert less effort than what they can actually do. So since they can’t work to their full potentials, the management are literally flushing huge potentials, talents and capabilities down the drain. This is a badly crafted system that is in deep need of a turn for the better.
To address this wrong system, the company need to understand that they must use a system wherein they get the best out of every employee, eliminate every piece of incompetence and enforce them to become great performers. So instead of hiring just the high performers, companies will also be able to create high performers.
Since it is every management’s responsibility to implement a system that elevates performance, everyone who applies in a company must have an equal chance in getting hired as long as they know their role in the company, their effect on the company and how they can be the best in what they do.
In building a system that will make the company benefit for a long time, the management should recognize that simply, the employees must know and remember these things at all times. If these things will stay on the employees mind with the help of the management, bureaucracy will be avoided and in no time, the company will bloom.
Aside from the blooming company, knowing that your employees are happy with their job will also take place. When one is happy with what they are doing, excellence will follow.
Bottom line, every company management must know that the system that they are using should look after performance, quality of service and bringing out the potential in every employee. With this in full effect, stereotyping applicants and employees will be dissolved and every employee will be empowered to perform to their full potential. Soon enough, ‘rockstars’ will be the norm in every company.