How to Avoid Call Center Complacency – 4 Warning Signs

call center complacency man and woman talking

Do You Have Call Center Complacency?
Running a call center is not easy.  Getting the most from call center reps is even harder. Resting on your laurels can be a big leadership mistake that can keep you from meeting your goals.

Just Possible Goals
It stands to reason…if the gap between who you are and who you want to be is “just possible,” you are stimulated to reach higher.  So, too, in a company, comparing yourself to a more successful person can encourage greater effort on your part to achieve. Conversely, if you are the higher achiever, you may be tempted to relax, get complacent and let others catch up.

Creating a High Performance Call Center
These are critical foundational concepts behind creating a high performance call center.

Your #1 Job as a Leader
As a Call Center Leader, your number one job is to stimulate greater performance of your team. One of your most important tasks is to identify clear, transparent, and fair standards of job performance. This clarity will help you lead the fight against complacency that can take over average and low performance call centers.

Four Warning Signs of Call Center Complacency
Be on the lookout for the four key signs of complacency:

  1. Satisfaction with what is rather than what can be
  2. The sense that no more can be done
  3. Lackadaisical acceptance of the traditional ways of behaving
  4. Lack of interest in innovation and continuous improvement

The Bottom Line
Once you introduce a new and higher standard of expectations at your call center, you will need to offer the support call center employees require to be successful in their journey toward improved performance to help you avoid call center complacency.

To learn more about improving call center performance, download How Serious Are You About a Customer Centric Culture Strategy?

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