7 Effective Ways to Boost Your Agents Performance - Call Center Tips
Undoubtedly true to look at it – with the use of great technologies it is very important to have a great staff, and poorly trained or low motivated agents is an equally imperfect recipe for triumph.
Hence, this will undoubtedly to have equally competent technology along with the equally competent staff. This will certainly overcome any hindrances related to Low CSAT and low ROI. Also, to add-on, it is required to have a happy and feasible environment for agents to drive revenues.
By focusing on the foundation of any organization that is – “agent” one can excel and be a strong contender among contact center industry. The more we nurture agent performance, nearer we reach to organizations’ success.
Listed Underneath Are Some of The Methods of Improving Skill Based Routing:
1 - Initiative while involving agents in the process – Start taking initiative by giving more and more opportunities, exposure to your agents and built-in a process to accommodate them. This will encourage agents to showcase their thoughts, feedback, and recommendations which can be further fitted in the process
2 - Get your representatives listen to more number of calls – Try to give enormous opportunities to your representatives so that they get to listen to more number of calls while on training. This will strongly make them acquainted to flow of the call and enabling them to make independent decisions and overcome their shortcomings
3 - Take initiatives by making available all the KPIs metrics – It is indeed very apt approach to make representatives familiar with their respective KPIs. This will get them aware about their allocated tasks and prepare them for the accomplishment of these tasks. A Huge amount of change has been checked out in outbound call center services. This will also help agents to foresee their constant development
4 - Reward and Recognition – It is one of the most significant areas to which we can never overshadow. Rewards and recognition makes agent think about the growth prospects within the organization which can further impact the growth of the contact center’s revenue thus it considered and duly practiced successfully among major contact centers we have today
5 - Cross-Agent Interaction – There might be a possibility when the agent can face some issues related to call and a manager is unavailable to help. Hence, in these situations, it would be very helpful for that agent to get in touch with the other agent to share their respective experiences
6 - Automation and Adaptability – Making process automated and introducing new technologies will turn agents more competent and acquire more and more exposure, awareness regarding new technologies used by the various organization. This activity will be more accurate, time-saving and enhance agent performance
7 - Availability of Information to Right People at Right Time – Availability of right information at right time is very important for those agents who are working in contact centers. With the known factor of time variance, this activity will be very beneficial and make representatives more equipped before international clients.
At the end, I would like to conclude that agent performance can be improved by sharing best practices with them, giving a flexible environment to work. Always keep regular checks on tasks which are given to the agents and accordingly coach them to overcome any hindrances. Most of the best call center services in India are following the same approach to improve overall agent performance and getting awarded.
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ABOUT THE AUTHOR
Garima Chugh is a freelance writer and regular contributor with Insight Trendz and Health Secrets. She loves to contribute towards various topics including, health and diet tips, business, customer services and speech analytics for contact centers.