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How to Convert Your Agents into Marketing Superheroes? |
Superhero movies are doing great business in the Hollywood. These men with extreme powers can win against any odds. As the manager of an outsourced call center, these movies often make you wonder – why my agents cannot be superheroes. It would be such a pleasure to manage agents that can do it all. They can solve complex problems in an instant and turn disgruntled callers into happy brand advocates. In short they can save the day and customer for your organization. But this is a dream that every manager of outsourced call centers likes to see. However, the reality is far distant from this dream. Every agent is a unique individual having a set of strengths and some weaknesses. Their weaknesses need to be worked upon to convert them into perfect marketing ammunition. To convert an average agent into a marketing superhero you have to follow a two-step process. Firstly, identify the strengths and weaknesses of the agents. Secondly, plan a way to turn these weaknesses into strengths. This calls for a planned transformational approach as mentioned below: |
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