Contact center agents are specialists in terms of handling customer service via different communication channels.
A contact center’s top priority is take care of its customers. Its main function is to serve as the direct point of interaction between your organization and your customers. As a business owner, your contact center will not be fully functional without your agents. Your contact center agents play a very important role in nurturing and maintaining your customer base.
More so, achieving an excellent customer service experience for your patrons takes a lot of work. This pretty much involves your agents’ skills and how they interact with your customers.
What does a contact center agent do?
Contact center agents are specialists in terms of handling customer service via different communication channels. Apart from customer service, these people can also handle telesales, telemarketing, collection, technical support, and more.
As for omni channel communication platforms, contact center agents job functions can be executed through SMS, phone calls, social media, email, live chat via web, and other communication apps.
How does a contact center environment affect an agent’s productivity?
On a typical day, these people usually handle large volumes of inquiries from the beginning until the end of each sift. In some cases, contact center agents sometimes tend to get overlooked in the company. What other companies fail to notice is that a work environment plays a big role in keeping their agents motivated.
This is why as a business owner, you have to consider attending into the following to help support and improve your agents’ overall productivity:
Infrastructure
Your agents need reliable tools and equipment to help them do their job properly and smoothly. Inefficiencies in terms of resources can lead to your agents being frustrated at work and it is one big factor that will affect their performance. Not only that, poor job performance is equivalent to poor customer service. This will definitely result in disappointed and irate customers.
Investing in modern infrastructure and equipment has a very high potential of Return Of Investment (ROI) as it enables your agents to work more quickly and effectively.
Communication
Agents often tend to get pressured and exhausted with the demands of customers as well as in meeting target workloads. This usually leads to stress and demotivation that can majorly affect their performance. Maintaining frequent communication, feedback and support from your managers and supervisors will encourage your agents to do well on their jobs. It gives them a sense of appreciation at the end of a tiring week.
Workspace
Your agents’ workspace is where they spend most of their time while working. They should feel comfortable and happy with their space as it affects their productivity and efficiency. Uncomfortable chairs and poor amenities like filthy washrooms will affect how your agents view their jobs and it will also reflect in the organization as whole.
Take note that your contact center agents represent your business. The way they do their jobs has a great impact in creating an impression of your organization to your customers.
