Seven Deadly Sins of Contact Center Agents

Posted by Linda Caudle

10/31/13 10:21 AM

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These “seven deadly sins” can bring contact center effectiveness, productivity, and accountability to a standstill. Keep customer satisfaction high by avoiding them.

  1. Failure to listen: An effective contact center agent allows customers to vent frustrated feelings before offering solutions.

  2. Insufficient knowledge: A contact center agent can’t help without the right information. A comprehensive coaching and training program that keeps pace with company products, services, and objectives will keep agents up to date.

  3. Lack of empathy: Customers want to feel like someone understands. Phrases like “I understand,” and “Here’s what I hear you saying,” can help establish empathy.

  4. Unproductiveness: Calls that drag on without resolution make agents and customers feel trapped, as well as draining productivity. Coaching and training empowers agents to have more productive conversations. For example, learning ways to positively end unproductive interactions can be a lifesaver.

  5. Inefficiency: If an agent fails to deliver a promised resolution or action, it reflects negatively on the entire organization. Contact center agents must be responsive both inside and outside of customer interactions, as they work to deliver promises in a timely manner.

  6. Impoliteness: Effective contact center agents let insults roll off their backs, rather than returning them in kind. Coaching and training that focuses on interpersonal skills and managing frustration can help avoid impolite behavior.

  7. Inaccessibility: Customers don’t want to be caught in an endless loop of ringing phone lines, button pressing, and never reaching a “live” person. They should be able to reach an agent easily and quickly.

Topics: agent performance

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