We all know how important it is to provide a pleasant client experience in contact centers, but what about the customers' experience with the agents? If keeping customers happy is our ultimate objective, it's probably preferable to start improving things internally before trying to improve things externally. After all, happy agents who can perform without limitations are 10 times more likely to provide excellent service to their consumers. Agent experience is a critical component of an effective customer experience, and it deserves to be taken seriously. Contact centers need to address and measure deeper-level fundamental drivers influencing agent satisfaction, skill level, performance and effectiveness. In light of this, we'll look at 4 true strategies that help increase agent productivity and experience in a call center to boost performance and meet consumer expectations.
Agents at all levels should be given ongoing training
A well-rounded training schedule is vital in any call center, but it shouldn’t be the only tool you use. By offering ongoing training to agents, you can ensure that they’re developing their skillset further and progressing forward in their careers. Besides, these regular training opportunities will help ensure your agents are constantly motivated to do their best work and employee retention rates will almost certainly rise alongside your customer experience levels.
Pay attention to what your agents have to say
Listening to what an agent has to say is one of the easiest, yet most effective ways to ensure that they are pleased in the contact center. You can show your employees that they are more than just a number or a gear in the machine by keeping an open communication line. This can drastically enhance their thinking and resolve any underlying difficulties. Allow them the opportunity to voice their concerns to someone who cares about their well-being as an employee. Employees who feel appreciated and respected will value and respect those who employ them.
Agent performance should be measured and discussed collectively
You can leverage updated technologies to provide more detailed, tailored insight into an agent's performance and where they can improve, in addition to the standard Key Performance Indicators (KPIs) that have been used to measure how effectively agents work. Today, you may use technology to analyse voice analytics, call time, reaction times and other crucial factors to determine which areas require coaching and improvement. Allowing agents to reflect on their performance is the most crucial aspect of gauging performance. From this discussion, you are likely able to review the overall contact center performance through the lens of each agent's performance.
Always give credit where it is due
Offering positive feedback, encouraging excellent performance and recognising even minor accomplishments are all powerful motivators for some agents. Knowing that they’re making a difference for consumers and the company they work for, emphasises their value to the firm. Whether you're offering large bonuses or free lunches, incentives might help motivate your employees. Agents might be encouraged to strive for excellence through incentives. Remember that your agent is human just like you and me, and sometimes we all need some appreciation. A friendly gesture goes a long way, and a simple "thank you" goes a very long way, especially when they have gone above and beyond.