Change of job name.

[Alfred Kormen]

Im considering a change on the Customer Services Representant CSR name to something else that it's most profesional.

is there some other more special name that we can call our agents so that they feel best of what they are?

Best regards to all.

[Dismuke]

A lot of your options for a different title will depend on what industry you are in and the nature of the work the CSRs are doing. Possibilities include: advisor, service advisor, sales advisor, consultant, service consultant, sales consultant, technician, specialist, counselor, account executive, etc.

I would say a more important factor in how CSRs feel about their job, however, is the way they are treated and the overall work environment they are in. If they are treated like nothing more than "drones on phones," have supervisors who are either arbitrary or anal retentive and are subjected to a lot of excessively nit-picky rules that make them feel as if they are back in high school, there is no way they are going to feel good about their jobs no matter what title you give them. The most important thing is for them to actually feel good about their jobs when they are on the job and in the privacy of their own minds. All a better sounding title will do is make them feel better about themselves at social functions when they are asked: "what do you do?"

[Sachin]

Hi,

I agree to the fact the the change in designation alone can't make them motivated.

You can probably use them as anchors for the team they represent based on the vintage with the process. Assign some responsibilities which you otherwise find difficult to implement with your management team like discipline, absenteeism, late coming etc.. This will keep them motivated and they might come out of with the solutions on their own. This is very effective as the peer-level communication actually works very fine!

As far as renaming is concerned ..try doing it based on performance/ vintage etc. New joinees can be called CSRs..after 6 months of consistent performance ..Senior Servive Associates ( SSA) ..after 12 months...Subject Matter Experts ( SME) .

Hope this helps in your case. Have worked wonderfully with me...

Cheers !

[Alfred Kormen]

Dear Coleges, i realy thank you for your comments. I'll start right away with the implementation of these new names, hopefully the board will agree in one and change it.

Regards

[dwright]

In my experience I have noticed that it is a feel good when there is a ramp up in job titles for a customer service position. For ex. when new CSR's are in training a title of 'Call Center Associate' is a great start. Then as they graduate from training give them a smal raise with the title 'Call Center Representative', and as they become more confident and excel in their position promote them to a 'Call Center Specialist'. Although it is the same position it gives them a sense of accomplishment by moving through the ranks and I have seen an increase in retention from employee's when they feel they are being rewarded and promoted without changing positions, but can add responsibility and expectations.

I hope this helps.

[dwright]

In my experience I have noticed that it is a feel good when there is a ramp up in job titles for a customer service position. For ex. when new CSR's are in training a title of 'Call Center Associate' is a great start. Then as they graduate from training give them a smal raise with the title 'Call Center Representative', and as they become more confident and excel in their position promote them to a 'Call Center Specialist'. Although it is the same position it gives them a sense of accomplishment by moving through the ranks and I have seen an increase in retention from employee's when they feel they are being rewarded and promoted without changing positions, but can add responsibility and expectations.

I hope this helps.

[Frank A. Engle]

Alfred--

You have gotten quite a few great suggestions already. I would just like to a a couple points.

- You are on the right track to try and determine what job title would motivate your agents the most. A recent article I read put "job title" at the top of the list for hiring and retaining employees. As someone else mentioned, build a progressive "career path" within your department by these titles accompanied by more responsibility for training and leadership and a bump in pay. The key IMHO is to make sure the title not only reflects positively and specifically to what duties the agent performs but is also clearly understood and embraced by the employee...which leads us to the next point...

- Coordinate a round table discussion with your personnel department and some of the agents and ASK them what they would like to be called...and what parameters distinguish each level. You can moderate the discussion to keep focus. After narrowing the list down to a few selections that are acceptable to all, unveil the new names with not only fanfare but with solid guidelines on how each level can be achieved.

This may be beyond the scope of what you are looking for but, at the very least, it is important that your agents truly believe that this is more than just window dressing if you expect improved performance and attitude from it.

Good Luck!

[Saramencia]

Since i strongly agree with all the opinions posted here, i have a question: Is that Agent evolution inside the CC attached to an increment in salary or is just of name position?

I am implementing a CC and would love to start since the beginning with this great ideas.

Thanks,