Training and guided instruction can always make call center agents more productive, still it is all for nothing if their performance suffers regardless. Overall wear and tear, as well as a lack of knowledge can make agents all the more regressive in taking on tasks and fielding calls It is important managers and facilitators take these factors in to consideration:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
- Overexerted Agents – This is usually the number one cause of deterioration in the workplace, agents who are overworked and have grown worn out with an overall malaise. This can be chalked up to a variety of causes: repetitive tasks, workplace stress, stress from calls, the overall monotony of the call center, etc…The most important thing any business can do is keep their agents fresh. Switching up tasks and giving representatives plenty of time to rest and recuperate can be the difference maker.
- Lack of Knowledge – Despite training and proper guidance, agents may not grasp certain concepts. This can be counter-productive and even hurt commerce overall. A Yonyx multimedia flow-chart may be a great learning tool and resourceful accompaniment when agents are in a pinch, scratching their head.
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