The thing about improving contact center performance is you’re never really done. Stats that are already improving can always get better. Good agents can become great agents. A change to a script can enhance customer service.
As you continue to refine and fine-tune performance at your contact center, here are some quick tips that may help.
Put yourself in the customer’s position and try various types of calls to discover what kind of service you receive. There is no faster, easier way to find out how your agents are treating your customers.
Agents Reviewing Agents
Schedule time for agents to monitor other agents at work, and then have them get together and provide feedback and suggestions on how to get better.
A positive attitude is always beneficial – encourage it by creating a display board with positive words and expressions that can be used during calls.
Share Success Stories
By giving agents a chance to describe a situation where they shined, it provides both information and motivation to the rest of the team.
Invite customers to visit your contact center. It’s a way to build a closer relationship, and they might have some ideas that prove useful in improving performance.
Good manners do make a difference. Remind agents of the importance of saying ‘please’ and ‘thank you.’
Lighten up on AHT
Of course average handle time is an important stat. But if agents feel comfortable spending a few extra minutes with a customer to make sure they are satisfied or to answer questions, it makes their job easier and helps performance as well.
Recruit from Within
Have an opening for a new coach? Hire an experienced agent from within your contact center. It’s good for company morale, and you’ll have an employee that knows exactly what agents go through, and how they can adapt their performance to handle different types of calls and customers.