How to Improve Efficiency of Agents?


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How to Improve Efficiency of Agents?


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In any call center, agents are the ones who are operating to convert predefined goals. Therefore, it is necessary to ensure the efficiency of agents is high. In fact, the call centers must focus on improving the efficiency of agents. Improving their efficiency will help in leveraging many other benefits such as:

       Improved productivity

       Saved resources

       Improved customer satisfaction

       Increased revenues

       Reduced expenses

       Improved other KPIs

       And more

Multiple things can be done by a call center to improve the efficiency of agents. In this article, I will share some of the major tips that any contact center needs to keep in mind and follow to improve agent efficiency:

1. Get an efficient call center solution

A call center solution is one of the tools, which will be used throughout the day by your agents. If your software is not efficient, then you cannot expect efficiency from its users. Therefore, the first and foremost tip is to make sure a call center solution must be efficient. It should have automation features and easy to use interface. It should not be confusing at any point. Along with a call center solution, you should also make sure that all software in use by agents is efficient, accurate, and easy to use.

2. Complete training

One of the major reasons behind poor efficiency in agents is lack of knowledge. Agents need to have complete knowledge of

       How to use tools?

       How to get help?

       What is customer background?

       What service company offers?

       What are common terms and conditions?

       And more

For example, if an agent needs to transfer a customer call, what should he do? Does he need to do a blind transfer or an attended transfer?

Along with initial training, the following things can also help agents to perform efficiently:

       Documentation

       Call script

       Call center CRM integration

       Updated knowledgebase

       Internal chat

3. Empathetic coaching

In 2021, people have been talking about empathetic customer services, but nobody is talking about empathetic training. Please remember, you must train your agents empathetically. Managers in a call center must be empathetic and talk to agents sensibly and politely. Along with training, coaching is also important. The call center solutions offer different features, which can be used to improve agent efficiency by providing real-time coaching. For example, live call monitoring with a whisper and barge-in features can help in improving customer satisfaction.

4. Required support

It is necessary to listen to agents. It is necessary to know what challenges they are facing and what kind of support they need. By simply asking for feedback and listening to their concerns can help call centers improve efficiency. Agents are the ones who interact with customers. Therefore, along with measuring KPIs, by using a call center solution, managers should also communicate with agents and take their feedback. Agents should get the required support to perform efficiently. Along with occasional feedback collection, call centers can also have a healthy environment in which agents can seek support whenever they want to.

Author Bio

The author writes articles on call center solutions, virtual call center solutions, smart call center software, open source call center solution, etc. The author writes on different VoIP solutions and services.


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