Achieving customer satisfaction is no easy feat for a contact center service. It takes perseverance and the ability to see things objectively in order to make the right changes.
If you’ve done all that and your customers are happy, now it’s time to consider your agents. Are you doing everything you can to help your contact center agents feel satisfied in their positions?
Boost Happiness to Boost Profits
Maintaining employee well-being is an essential part of keeping any business running smoothly. Employees who feel satisfied and are also able to perform their jobs well tend be more productive because they feel like an important part of the team. Not to mention, companies with happy workers enjoy higher revenues. It’s no coincidence that, according to Forbes, revenues increased by an average of 22.2% for the companies on Fortune’s 100 Best Companies to Work For list. At the end of the day, it pays to invest in your people.
Three Ways to Make it Pay
If contact center managers want to make a change that will have a big impact on the bottom line, they need to start by helping their agents work more effectively while enjoying their jobs. Here are three things you can do right now to boost contact center agent satisfaction:
- Use Employee Time Effectively. Avoid waiting until a shift ends or interrupting an agent while he or she is taking a call to review coaching materials. You can send best practice guides and sample calls via email or intranet system, and bundle coaching collateral to improve instructional time. The better prepared your agents feel, the more satisfied they will be with their work.
- Open Doors and Open Minds. When management is approachable and responsive, employees become more engaged with day-to-day operations and feel more incorporated into the workplace. They will also feel more comfortable asking questions and making suggestions, which is a win-win situation for everyone.
- Segment Customers. Matching the right customers to the right agents will help improve communication between them. Agents will be happier speaking to customers when they feel a personal connection, and they will be able to give better advice when they are on the same wavelength as the customer.
Bring it Together
When it comes to the daily operations of a contact center, agents and customers are the ones fueling most of the buzz. Helping agents feel more plugged-in to their jobs will encourage greater satisfaction in the call center on both ends of the line. Contact us for a free quote to learn more!
