Contact centre agent performance often do not analyse the key behaviours for successful employees. Below are are thoughts on what should be considered for the agents as they join or continue their roles as agents.
- Build a skills matrix to appreciate your staff’s strengths and weakness
- Forgetting the different levels of knowledge and experience of the agents in their current roles or previous ones before joining an organisation is detrimental to a call centre. This oftentimes leads contact centres to outsource the agents to increase business and reduce costs. However, this should be seen as an opportunity to coach and develop their current staff and be a more cost-effective solution. Businesses that create a atmosphere of combining agent’s strengths and creating a matrix to ensure they are getting the best from the teams. Management usually uses this strategy for its employees; however, this approach should be applied to agents. By creating this strategy, keeps the agents in-house and recognise the core competencies of the team.
- Removing obstacles agent may encounter
- Contact Centres achieve to make every customer experience a positive call. However, the secondary goal is to make the interaction with to be as seamless as possible. One way to solve this is to remove any roadblocks that agents encounter and hope that they are not merely passing a call to another department. When agents feel empowered, it reduces the call-time.
- Communication with Other Departments within the Business
- Contact Centers must work cross-functionally with other departments with the organisation. At times, the supervisors and managers must take this initiative to begin these conversations. Areas that contact centres are experienced in is a database management and customer interaction. To begin these conversations, information must be distributed to each department to ensure everyone is aware of the activities taking place in the contact centre. Working together between departments can increase business goals, and everyone has a greater understanding of each department and its objectives.
- Tracking Net Promoter Scores (NPS)
- An NPS looks at how customers view the product, services, customer experience, or the likelihood they would recommend the company to friends and family. Businesses need to know what customer’s opinions are and how they are perceived in the marketplace. Orginastions that use this data can report on how they are performing. If the information is not analysed, this is a detriment to the business. This is accurate data that will be attached or deter a customer.
A contact centre needs to continue to improve its daily interactions with agents and customers. They should also be willing to change and implement the modifications for the better good of the business. Well-organised contact centres ready to continue to improve, the agents are encouraged and want to get involved in solving issues that may arise.
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