Maximize Agent Productivity With A Robust Call Center Solution
Agent productivity is the lifeblood of the call and contact center industry. Without adequately motivated, trained, and equipped agents, your business cannot be successful. So what can you do about it?
How do I keep agents productive and motivated?
Training and motivation go hand in hand. Even with the best training in the world, contact center agents are constantly under a large amount of pressure to perform both for their employer and the consumer.
Motivation can take many forms and mean different things for different people and industries. You can offer incentives to employees for proven performance and when they meet certain service levels. These incentives could include monetary bonuses, verbal and public recognition, prizes, or extra breaks. Some companies even offer charitable donations as incentives so that agents get recognized for their hard work and feel that they are making a difference — while also gaining public recognition for the business.
Motivation can also come from a contact center’s work atmosphere. When agents are surrounded by blank walls, cramped cubicles, and high work demands, performance levels are often low, and employee motivation drops and dies quickly. To combat this, you can improve workspace environments with more comfortable furniture in the break rooms, snacks to keep up the energy, and colored walls. Even bringing plants into the workspace livens up the office and improves overall morale and productivity.
Continuous Agent Training is Key
Even highly motivated agents cannot perform at their highest level without guidance. It is the job of the contact center’s manager to provide proper training to each agent upon arrival and throughout their employment. Agents need to know the latest practices and regulations for your industry. The easiest way to do this is by creating and maintaining an effective onboarding program that doesn’t end when the probationary period is over but continues to adapt and grow along with the industry and the agent’s growth.
One method that has proven effective is introducing top-performing contact center agents and allowing them to take lead during training to ensure that the best work habits and practices are passed on to all employees. Along with role models for your workers, it is essential to keep training new and fresh with insights that help agents think critically. These insights can be gained through utilizing advanced cloud call center software tools.
TCN’s Complete Call Center Software
Advanced call center solutions are necessary for a successful agent and a successful business. At the end of the day, even with a beautiful office, a relaxing break room, and more prizes than an arcade, your agents need to have the right tools to perform and be successful at work.
To ensure that your agents are on track and well equipped, you need a genuinely powerful call center solution like TCN’s Operator. This fully equipped platform gives you and your agents the power to perform at your best no matter what. With the flexibility that comes from a cloud-based system, your contact center can handle fluctuations in call traffic anywhere in the world and at any time.
The software is designed to be adaptable, not only for any industry but also for every contact center. Whether you need a fully equipped compliance suite, intelligent call center analytics, or an internal chat room to keep your agents and managers connected, informed and compliant, Operator ensures that you have what you need when you need it.
There is so much potential for improvements within call centers that go unseen or unused because of the lack of a proper cloud-based call center solution. Tools such as intelligent automation could be a big part of keeping your business running efficiently. Your agents can increase productivity through automated systems by ridding their workload of unnecessary tasks. Dozens of tools such as these remain just out of reach for many call centers when all they have to do is take that small and easy step.
Request a demo to learn more about how a robust call center solution can help your business and agents perform at maximum productivity.