A high performing contact center relies on the performance of its agents to maintain customer satisfaction. While agents are not robots, their value is directly tied to their ability to connect with customers and solve their problems. You can quantify this value by reviewing each agent’s call records. Agent attrition is an ongoing problem with high call volumes and high stress levels. This is why you should do everything in your power to maintain a high agent satisfaction level.
It is important to train call center agents to provide excellent customer service. After all, they are the front line of customer contact for your company. Even if a customer buys a product online, they will interact only with a call center agent. The agent’s job is to represent the company in a positive light, answer questions, and provide an overall good experience. However, if you’re not paying attention to your agents, their performance will be impacted.
Another way to boost agent performance is to implement an interactive voice response (IVR) menu. This will help customers quickly find answers to their questions, freeing up agents’ time for more complex issues. Adding an IVR menu can also help eliminate unwanted calls by blocking unwanted phone numbers and publishing FAQs on your website. Moreover, a stable team means lower training costs. Make sure to provide extensive training to new agents.
