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New Chartwell report offers best practices in overcoming contact center staffing challenges through training, motivation and more

New Chartwell report offers best practices in overcoming contact center staffing challenges through training, motivation and more

 

ATLANTA – June 8, 2006 – Whether it is hiring the right or correct number of personnel, training, motivating and/or retaining employees, many utilities are striving to improve this aspect of their business while delivering exceptional customer service, according to Chartwell’s most recent Customer Care Research Series report, Best Practices in Addressing Contact Center Staffing Challenges.

 

A large number of utilities – approximately 76% - monitor their CSRs, according to a recent Chartwell survey. Monitoring can be a useful tool for gauging customer service performance at the call center and at individual levels. Coaching sessions can lead to numerous metric enhancements, including first-call resolution and call handle times and increase customer satisfaction.

 

Every employee is unique. Therefore, motivation needs to be customized. What drives one employee’s job satisfaction and success may vary greatly from another. Providing continual feedback of progress, empowering CSRs through training and decision-making, and giving them increased/varied responsibility can be useful toward increasing an employee’s motivation as can providing incentives such as gift certificates, awards, etc. based on performance.

 

One utility has discovered a solution for CSRs that is both cost-effective and morale-boosting: a Home Agent program. A position as a home agent is desired by many CSRs at this utility, and the municipal has found that in a contact center environment that is traditionally rigid and stringent, providing options to representatives can have positive results.

 

Best Practices in Addressing Contact Center Staffing Challenges is available to members of Chartwell's Premier and Customer Care Research Series and to non-members for $495. For information regarding the Customer Care Research Series or Chartwell's Premier membership, contact Bill Grist at (404) 237-9099 or (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.

 

Recently released reports include:

  • The Chartwell Report on Energy Assistance Programs and Awareness;
  • The Chartwell Customer Care Center Report 2006;
  • Serving Special Customer Segments: Second- language, Critical Care and Special Needs Customers;
  • The Chartwell Report on Captivating and Satisfying the C&I Customer;
  • The Chartwell Report on IVR Applications and Speech Technologies 2005;and
  • Transactional Customer Surveys: Listening to the Customer to Improve Service Levels.

You can purchase and download these reports from Chartwell's Energy Library at www.energylibrary.com.