From proper training to getting them used to a sales environment, valuable insights from TCN
TCN has released some top tips on how to manage contact centre agents, which also aims to maximise their skill sets to provide the best possible CX.
The company today announced the launch of “The Complete Guide to Managing Call Center Agents”, which follows news 42% of customers will post an online review, and 42% will also abandon a brand after a negative experience with a customer service department.
The strategies suggested by TCN are divided into subheadings, listed below:
The first piece of advice from TCN is to properly train agents and get them as familiar as possible with selling and supporting.
This can be done via the following points, TCN says:
The report adds: “Often it falls onto the call centre manager to properly onboard and train agents to make them the most effective. Ongoing agent training is an excellent way to make sure all your agents are on the same page and up to date on the latest practices and regulations.
“Ensuring your agents know how to handle any situation boosts efficiency and provides customers with the best service as well.”
TCN says: “Providing agents with the tools they need to perform their daily tasks is key to keeping employees efficient. Insufficient resources make it difficult for agents to excel and accomplish their goals efficiently. Additionally, having the best call centre software boosts agent productivity by allowing agents to maximise the amount of time spent working.”
There’s nothing worse than not feeling valued in your role. Here, TCN offers up advice on how businesses and supervisors can do this.
“Every organisation has the opportunity to exceed expectations by the way they manage their team. Doing so can be done by showing your agents they are valued and heard. Listening to agent feedback and experiences can result in improving your contact centre as a whole and giving your agents the motivation to keep going. Keeping morale high can make the difference between having an agent with unsatisfactory performance and one who goes the extra mile.”
The report reads: “Your call centre’s success relies on the thing that matters most — your agents’ relationships with your customers. Every company attempts to create an overall satisfactory customer experience, but it can be harder than it seems. With constant changes concerning customer expectations, your call centre should be on the lookout for best practices to improve customer relationships.”
TCN also lists four things agents need to know to be able to provide the best possible CX and exceed those all-important customer expectations.