Recent studies suggest that 66 percent of customers, when calling a contact center, expect to speak to someone that is friendly. They find the agent demeanor more important than fast resolution or shorter hold times. How can you ensure your agents provide warm, helpful support over the phone? Provide them with clear guidance and ongoing customer service training and feedback.
Follow these tips to help your agents exceed customer satisfaction:
1 – Start your new employees on the right path
Demonstrate your dedication to your agents by providing them with clear documentation around objectives and procedures. Agents want to know what’s expected of them and how they can find information if they need it. Invest time in an internal knowledge base with resources like call scripts, job aids, and easily accessible training videos.
2 – Shorten the learning curve
Equip your agents with easy-to-use tools. They have a lot to learn about your services, products, and customers. Equip them with tools that streamline workflows, limits repetitive tasks, and make customer information readily accessible. Having to learn various systems and programs can extend training time and easily discourage new employees. Invest in phone support solution that’s integrated with other support channels that make customer record finding a breeze. This will save your agents loads of time.
3 – Pair them with veteran employees
Exposure to agents that exemplify a positive service interaction will set the bar. Give them time to shadow these agents or listen to call recordings.
4 – Don’t wait to offer constructive feedback
As soon as agents start taking calls, you’ll need to find a way to identify areas for improvement and provide constructive feedback. Many call center software comes with a call monitoring feature allowing you to listen to calls, even when your agents are remote. Don’t wait too long to provide feedback. Learning is most effective when they have something recent to reflect to. Be sure not to overlook this.
5 – Provide support through tough calls
It’s easy for new agents to be discouraged after experiencing tough calls. Reassure them by having their backs as they learn the ropes. Longer calls indicate an agent is dealing with a tough issue. Monitor these calls through your dashboard and be readily available in case support is needed. Provide your agents with an easy way to communicate with you. I have found an Instant Messaging tool to be very successful in contact center environments.
Your agents should be focusing on customer interactions rather than workflows. Customers can feel when agents are comfortable and confident, and you’ll see the difference in customer satisfaction.