The heart of success for Contact Centres is the consistent delivery of quality customer experience. It maximises profit, builds brand noise, promotes customer retention, and bring new customers. Quality customer experience can only happen if you have great contact centre agents.  However, you can’t produce your “dream team” overnight—it takes time, effort, and collaboration of both the management and agents to build a dream team that yields better business results. So how do you build one?

Read on below to find out.

Hire Eager Agents

Forming a “dream team” of contact agents starts in the recruitment process. Hundreds of applicants would say that they are more than qualified to be in the position—let them prove it.

Ask why they’re qualified, how their past experiences can justify that and what additional skills they have to back that up. Challenge their determination and eagerness to work for you until you’re convinced.

Set Goals and Expectations

As early as their employee orientation set your goals and expectations for each and one of them. Be specific on what you want them to achieve in the long run. 

However, you have to make sure those goals are doable within a definite period. When you set your expectations high because of exaggerated goals, it can create conflict and distress within the team and eventually with you.


The training phase is an essential phase of an agent’s overall development. With this, it is vital to acquire trainers who are not only knowledgeable but also able to deliver a meaningful training program.

Let your agents feel quality experience before they can mirror it to your customers.

Learn From Customers

The best source that can tell you how to improve your services is your customers. Everything from reviews, surveys, posts, and direct messages can make you aware of the aspects of your services that are doing well and what needs improvement.

Make a general list of their concerns and identify which needs adjustments fast. Problems can range from the way your agents speak, mode of communication, and the purchasing process.

Listen to your Agents

The people who help your company move forward are also capable of giving brilliant ideas on how to enhance it. This is where listening comes in. 

Take time to ask your employees what can be done to achieve goals faster and listen to them—knowing their perception can open new doors. Carefully consider the possibilities and consequences until you make a final decision to implement the needed enhancement. 

Additionally, when owners build a culture of openness, they fuel their agents with confidence and motivation to grow. Just like the saying goes:

“An employee’s motivation is a direct result of the sum of interactions with his or her manager.”

 – Bob Nelson

Build a Team with FORWARD

As we have mentioned, building a dream team takes time. However, you can cut that time short by outsourcing to Forward BPO. We are an Australian Call Centre company offering exceptional agents to every outsourcing services we have. Our services range from customer support, call answering service, back-office support, web development, and digital marketing.

Let’s build something great together by contacting us or visit our website for more info.