Judy McKee Wakes Up the Call Center Industry

Judy Mckee, trainer, consultant and co-author of The Positive Coach Approach, wants the call center community to wake up to its potential, and she offers a much needed wake-up call.

McKee, a call center expert and speaker who is known for changing the molecules in any room, asks the call center to stop measuring by "TDMD": time, dollars, minutes and dials. TDMD is not enough to give a call center leader enough insight into the call center operation. McKee has big dreams for the call center industry and its potential to serve the customer. But this should not be done by sacrificing the employee. By doing right by the customer and the call center representative, the call center will improve its standing with the entire organization.

In 2010 McKee said leaders need to take the actual steps required to evaluate call center performance. The call center needs to regain its footing as an instrumental asset to the organization as a whole. This can happen by treating each call center representative and customer with care. Call center representatives need to treat the customer as the customer wants to be treated, with clear communication. This cannot be achieved with a one-size-fits-all script.

Are your call center representatives able to diffuse customer anger and frustration? Coaching call center representatives to respond better includes an overhaul of their communication style and tactics. But these changes don’t happen over night. Call center individual performance improvement demands individual coaching and feedback.

In this podcast hear McKee’s simple methodologies to improve the performance of your call center representatives.