The morale of your call center agents can be a key indication of the successes and flaws in the way your business operates. Happy agents, who enjoy being at work, are a sign of a healthy corporate culture primed for success. Stressed and overworked call center agents, however, suggest a series of problems in a corporate culture which is not only failing them, but also most likely its customers. In fact, 58% of customers will never use a business again after a negative call center experience. On the positive side, however, companies focused on creating a positive customer service experience have seen a 10-15% increase in revenue. Here are 5 ways to get your call center agents on board with providing a stellar customer service experience.
1.Use A Call Back Feature
Call-backs not only boost morale, but lower abandon rates. Customers are also in a better mood overall after not being forced to endure excessive wait times and offer complaints.
2.Allow Call Center Agents To Work Remotely
With advancements in technology, the prevalence of work from home options for employees is growing every year. Call center agents, who only require a phone and an internet connection to do their work are prime candidates for this type of work.
3.Use Gamification To Drive Success
Gamification tracks call center agent performance, catching the little mistakes others might miss entirely as the day wears on. Organizations that have deployed gamification have seen their revenue increase nearly twice as fast as their peers.
4.Make Professional Advancement Available
One of the biggest reasons that call center agents move on from their jobs is that these jobs often offer little opportunity for professional advancement. Call centers have a reputation for being flat organizations, but offering career advancement encourages call center agents to stay sharp and hone their skills. Hire from within to encourage agents to always put their best foot forward.
5.Don’t Hire Toxic Call Center Agents
Call center agents with a poor attitude and work ethic can poison even the most positive of corporate cultures. Make sure you hire and keep only those who are a right fit for your company.
Get In Touch With Telerep Today
At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel under-appreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.
Learn about TeleRep and our overall live operator services today. We want to help your business excel. You can inquire about the effectiveness of the TeleRep nationwide call center and live answering services by calling 1-800-638-2000 or visit our contact page! Check us out on Facebook,Google+,Twitter, LinkedIn, and Pinterest as well for more updates and information!