Giving Agents What They Need to Succeed
Call centers expect agents to be alert, engaged, up to date on company policy, and ready to give 110% every day.
That’s fair – but is your call center helping them to achieve such consistent performance?
Here are two areas where actions can be taken that will boost productivity, and make your business more efficient.
1. Information: Where they want it, when they need it
Technology and data drive successful call centers. Usually that refers to the KPIs measured to gauge customer service, but it also applies to the optimized knowledge base that makes it easier for agents to deliver great service by being able to quickly access each customer’s information.
Training materials should also be easily retrievable, so agents can review proper procedure on their own if a question arises. This encourages the healthy habit of self-monitoring of performance.
And since call centers are typically part of much larger organizations, agents and managers benefit from online collaboration platforms where documents can be shared, and everyone can be kept up to date on new projects. This also encourages consistency and cooperation between departments.
2. Stress relief
Breaks are necessary in the agent workday, but can and should consist of more than leaving one’s desk, stretching one’s legs, and perusing the leftover pastries in the break room. This is the time to de-stress. Since different agents achieve that goal in different ways, why not cater to both of them?
For those who prefer to burn off tension while burning off calories, a small workplace gym would be greatly appreciated. Those who prefer a quiet, peaceful respite would enjoy a relaxation room that might even offer sleeping quarters for a quick nap.
Bonus benefit: These steps will make your call center the type of place where agents feel valued, and that means they’ll stay with you longer.
Workforce Management: Big Benefits for Small Contact Centers
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