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Goal Setting in a Call Center

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When it comes to motivating your staff and keeping morale high, goal setting is an important piece of the puzzle. Setting strategic goals can result in increased agent engagement and is the first step toward making overall improvements in the service you provide. Whether you want to increase first-time resolution, reduce call hold time, or anything in between, setting your goal in the right way can help get you there.

Keeping your agents motivated and engaged in their jobs can help reduce call center turnover, boost overall morale, and increase the quality of service provided. Setting goals that are lofty, yet attainable can keep everyone in your call center moving forward together. Using the S.M.A.R.T (goals should be specific, measurable, attainable, relevant, and time-bound) strategy for goal setting ensures that you are setting practical and meaningful goals and that you can measure your progress.

So, what does goal setting look like in a call center? Keep reading to find out.

Goal Setting in a Call Center

Goals should be specific

The goal of simply “improving customer experience” is far too broad. Improvement is always a noble target, but if you can’t break down exactly what you want to improve upon, you’ll miss it every time. A specific goal details exactly what you hope to achieve, who will be involved, how you will achieve it, and when you will achieve it.

Goals should be measurable

In the same way that “improving customer experience” isn’t a very specific goal, it is also not a measurable one. Creating measurable goals requires you to apply metrics to your goal in some way. An example of a measurable goal in a call center might be to decrease average hold times by 10% or increase first-time resolutions by 5%. Whatever you choose as your goal, it is important to have all team members involved and on the same page regarding the goal and the methods by which you plan to measure it.

Goals should be attainable

Chasing after an unattainable goal is nothing if not downright disheartening. Surprisingly enough, this is the area where most goals fail. Setting a goal that is too out of reach almost always leads to abandonment. Instead, ask yourself if the goal you’ve set is actually achievable. You can always set a smaller goal and set a new, larger goal once you’ve achieved it.

Goals should be relevant

Does your goal support your overall mission? Does your goal contribute to moving your organization forward? Setting a goal simply for the sake of goal setting is an exercise in futility. Make sure you’re striving toward something worth measuring.

Goals should be time-bound

Setting a time frame for your goal can keep you on track and motivated to keep progressing. Your time frame will depend upon the size of your goal and the amount of work it will take to reach it, or the time it will take to gather and assess the metrics to measure it. Also, if you’re setting multiple goals that work together to support an overarching outcome, you may choose to have weekly goals that support one large quarterly goal.

Goal setting is one of the most valuable things you can do as a team. Creating the right goals not only gives your call center agents a road map for success, it also elevates the overall service you provide for your clients.

To learn more about EMS, Inc. or to find a solution to your customer service needs, contact us.