Top Three Ways to Boost Contact Center Agent Performance

Posted by Rodney Kuhn

2/18/16 1:30 PM

Customer_service_bubble.jpgProviding stellar customer service needs to be your company’s credo if you hope to be successful in today’s marketplace. Most businesses are so focused on acquiring new customers that they sometimes end up neglecting their existing ones. This can prove to be extremely detrimental to your company’s bottom line.

In fact it costs five times as much to attract a new customer than to keep an existing one, according to an infographic from invesp, yet 44 percent of companies have a greater focus on customer acquisition, compared to the 18 percent that concentrate on retention.

As such, keeping your current customers happy should be a priority, and the most profitable place to start is in the epicenter of a business, the contact center. Here are three clear-cut ways to improve your contact center’s performance:

Immediate and continued agent training: One of the best methods to improve contact center quality is to administer proper training and coaching right from the start, and to make sure that it remains ongoing. However, this can prove challenging in a high performing contact center where it is not always easy to invest in the appropriate amount of time. The solution? Implementing agent coaching and training tools, such as automatic e-coaching that will ensure agents receive customized coaching tailored to their specific needs. As a result, they’ll be able to streamline their training process, improve first call resolution, decrease average handling time and become a more effective part of your company’s workforce.

Pair agents up: Follow Noah’s example—as in arc—by assigning agents to work in pairs. This will not only create camaraderie, but it will also help agents to learn by example. For instance, pair an agent with a high average handler time (AHT) with one that excels at resolving issues quickly. This gives the agent an opportunity to watch and learn by example, an effective way to comprehend and retain information more easily.

Hold random group training sessions: Have agents occasionally listen to one another’s calls and then discuss, not only areas that need improvement, but those where they excel. As a result, agents will feel more confident and better about their jobs. Also, everyone responds differently in a variety of situations. By establishing this kind of group training, agents can learn from each other, and improve their overall interactions with customers.

Continually providing an exceptional customer experience, will not only encourage your current customers to continue purchasing your products and/or services, it will also generate positive word-of-mouth that will help your business grow.

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