In every call center, agents exist and without them you are bound to lose some customers. This means, a call center cannot exist without agents. They are the main people involved in customer processes and perhaps ones that might bring back a customer. And depending on how you treat them, it’s when you will succeed.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Here are methods, agent managers can use to improve agent productivity in a call center setting.
Educate and empower agents
Education is power and with it one can do many things. Equipping your agents with the necessary skills, and expertise will make them unbeatable. Empowering them with the skills will transform them to a bigger level. They will be able to answer any call from a customer knowing that they are fit to provide solutions. This kind of agent productivity results to high class contact center performances.
Frequent agent training
Training enhance new skills in agents and make them best at what they do. Where an agent takes time to think about how to answer a call, frequent training helps to get rid of fear when on phone. Training will enable agents improve their productivity and customer interactions to provide the right solutions.
Encourage agents to be in control
The moment an agent is fit to handle call center activities, keep them in charge. As long as they know what is required, do not monitor or supervise them. They will go an extra effort to uncover customer problems.
Yonyx gives you a wide range of agent productivity tools to improve the efficiency of your call center.
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