How Agents Can Perform Better and Delight Customers?

Posted by Ethan Jones on January 28th, 2020

Call centers are growing day by day; whether we talk about full fledged BPO or an on-premises call center department, numbers are increasing exponentially. Companies use heavily on systems such as intelligent call center software, which is definitely needed. There are also some more areas that need to get enhanced to increase revenues and ROI. One of the key contributors to the success of any call center is the performance of agents. The performance of agents can delight more customers and that is the reason companies need to work on boosting the performance of agents. In this article, I will share the top 5 tips that you can follow to improve the performance of the agents.

1. Furnish them with the best tools and infrastructure

There is no doubt that the agents’ performance is closely related to the tools they use. Thus, it is necessary to furnish them with the best tools and infrastructure. For example, getting an intelligent call center software would be better than the traditional call center solution. Advanced systems will give them more features and opportunities to save time, so they can invest more time in operations. This will definitely improve their performance.

2. Agents must have good communication skills

The fundamental job of an agent is communicating with the customers, prospects, or callers. Thus, it is necessary to assure that all agents have good communication skills. Companies can make sure to hire experienced agents and those agents that have strong communication skills. On the other hand, companies can also take sessions on communication skills. Sometimes call center solution also helps in this quest. For example, intelligent call center software has a feature, called, Soundboard Avatars that can be helpful in this regard.

3. Agents need to be polite and professional

A majority of the time, customers call to the call center when they are highly frustrated or dissatisfied with the products they have received or facing some unusual issues. Customers often throw their frustration on the agents and they can lose their control. However, it is necessary for an agent to keep calm in all situations.

4. Agents have to be good listeners

In the call centers, agents often resolve similar types of issues. Thus, it can be possible that agents are prone to talk at the beginning of the conversation only so they can reduce the call duration and resolve the customer query. However, this may frustrate customers even more. Thus, it is necessary for an agent to learn to be a good listener. It sounds easy, but it demands a lot of patience. It’s a skill and needs to be cultivated.

5. Agents should be allowed to self assess themselves

Generally, supervisors keep monitoring agents. Systems like intelligent call center software offer multiple monitoring features such as live dashboards, barge-in, whisper, reports, etc. to monitor the performance of agents. It is definitely a good approach to let supervisors monitor and coach agents to perform better. However, one should also allow agents to self assess themselves so they can bring improvement in their performance.

These are the top 5 tips you can follow to boost the performance of your agents.