Agents are one of the most valuable assets that contact centres have. They are on the front lines of these organizations and are responsible for developing a strong rapport with customers. Having a high-performing team of agents is what distinguishes a good contact centre from a great one, and your ability to retain your best employees plays a big part in your success.
If you’d like to keep your agents around for the long haul, here are 5 ways you can boost their satisfaction.
1. Provide Proper Training for Contact Centre Leaders
Poor management and sub-par people skills are both a direct cause of high turnover rates. Creating an inclusive work environment is a great way to prevent this phenomenon from happening. Since company culture starts at the top, you’ll need to train your leaders to adopt these inclusive practices.
2. Have an Open Dialogue with Contact Centre Agents
Contact centre agents have firsthand knowledge of what customers need and want. Instead of dismissing their suggestions and concerns, it’s in your best interest to hear them out and seriously consider them. When leadership listens and employees feel heard, amazing things can happen!
3. Take a Proactive Approach
Being a contact centre agent can sometimes be a pretty stressful job, especially when there is a high volume of calls coming in. To minimize the chances of your agents getting overwhelmed, you need to take a proactive approach by utilizing tools like call back technology. Leaders should also be trained to proactively offer support to agents and help them whenever they notice any issues.
4. Adapt Your Training Styles
There’s no such thing as one-size-fits-all when it comes to training and learning. From visual to aural to verbal to physical, there are a lot of different learning styles out there and you should aim to make training sessions as inclusive as possible. By offering a variety of options, you can help ensure that your agents absorb as much information as possible.
5. Create a Supportive Work Environment
Even though it is important to measure KPIs in contact centres, they shouldn’t be the be-all and end-all. Acknowledging other aspects of contact centre agents that make them great, including exceptional service and their ability to work with others, will foster a supportive work environment. This, in turn, will improve your employee retention rate.
At the end of the day, a contact centre is only as good as its agents. The only way to ensure that your business is operating at its best is by investing in your employees – and there’s no time like the present!
At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.
Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!