Productive call center agents are the backbone to successful customer service. How do you make these agents more productive? In addition to adequate rest, proper training is also key. However proper training is not descriptive enough. It goes beyond introducing virtual flow charts or multimedia flow charts that educate the masses. It also goes beyond simulations and scripts, or prompting call center agents to say certain keywords at certain occasions. It even goes beyond etiquette and knowing how to properly conduct one self. Here are some examples of training that will make call center agents more productive:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
- Virtual Webinars – When a new product comes out, offer call center agents a brief yet informative virtual seminar that highlights the features and positive results the product or service can create. Holding these webinars can keep call center agents up to date and more astute. When problems emerge when the prototype is released, agents will already have some familiarity with the product and as a result struggle less.
- Familiarize Agents with the terms: AHT, FCR and CSAT – Make incentives available to agents who help raise these scores effectively and offer them a course on how the importance of these three terms. Do not shout the terms as a disciplinary tactic, show them what they are.
[button_box header=”” buttontext=”Sign Up for a Free-For-Life Account” link=”https://corp.yonyx.com/sign-up”][/button_box]
