How To Improve The Consistency Of Agents In A Call Center

by | May 2, 2014 | Customer Support

The challenges call center agents incur during work are overwhelming. To them, not all days are good days. There are times when customers call the contact center with a lot of pressure and seem too demanding. And as the rule states, agents should always treat a customer well no matter the circumstances. How can you help your agents maintain consistency regardless of the situation?

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Make your customer care team consistent in their job.

Make your customer care team consistent in their job.

Consistency is about uniformity. Consistent call center agents need to train themselves to remain the same regardless of the situation. One way of maintaining this is b being consequential. Agents should think about the consequences to encounter if they fail in their duties. Being consequential will be kind of a motivating factor to remain consistent at work.

Another easy strategy to use to maintain consistency is by being your real self. Call center agents are trained to always be real when it comes to dealing with customers. Maintaining that robot-nature while on phone with a customer leaves the situation even worse. Agents need to be real and divert away from the guided script and begin a normal conversation with customers. That way, no phone call will be terrifying to receive regardless of the type of customer.

Yonyx will empower your customer care teams to be more efficient and consistent with/in their work. Learn more about this today.

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