Now more than ever, your customers demand stellar service and experience. Most people recommend a brand to their friends if they have had great customer service. But in case they encounter a bad customer experience of Call Center, they’re more likely to churn and never return. Working as a VoIP call center agent is extremely exhausting and carries a hefty employee turnover rate. For this reason, it’s important for call center businesses to always keep their agents fresh and motivated. It’s been proven that satisfied and motivated employees tend to be more efficient. The productive in providing is great customer service.
As per the survey conducted by HubSpot, 93% of customers are more likely. To make repeat purchases if a business provides excellent customer service. Therefore, in this blog, we have listed a few remarkable ways to improve your agents’ productivity. Which in turn boosts customer satisfaction. Read on to learn about these ways!
Practical Tips to Motivate Your Call Center Agents
A survey conducted by Salesforce, in collaboration with Forbes Insights on 300 executives across EX and CX found. Businesses that prioritized EX to deliver world-class CX achieved 1.8x revenue growth. And an excellent employee experience starts with motivating the employees. Below are a few tips that will help you for sure and these include:
1. Foster a Positive Work Environment:
There is no doubt that employees tend to perform better when they are encouraged to take initiative. By providing them with a work environment that’s friendly and welcomes new ideas. It’s easy for employees to improve their productivity and reduce the agents’ burnout level. Given that the VoIP call center agent’s job is challenging. It may significantly contribute to increased stress and employee turnover. This is why it’s always a great idea to allow your agents to take frequent, short breaks to keep them fresh.
2. Encourage Timely Feedback:
Consistently monitoring your agents’ performance and providing them with timely feedback enables them. To adjust their working approach accordingly. While positive feedback should always be provided in an open space. Negative criticism should always be given in 1-1 meetings to avoid embarrassment. In addition to this, you must always consider feedback as a two-way street. And for this reason, you must always provide your employees with an opportunity and freedom to speak their minds too. This is why you must allow your agents to freely express their views and ask questions if they have any. Treating them as valued employees of your business will encourage them to stick around with you for a longer time.
3. Set SMART Business Goals:
When an agent sits at a desk answering customer calls all day. It can be easy to feel overwhelmed and lose sight of broader business goals and objectives. The outbound call center agents need to have SMART business goals to stay motivated. Goal setting isn’t just about communicating the long-run business objectives. Rather it plays a significant role in motivating the individuals too. By setting specific, attainable goals for every agent, businesses can give them all a reason to work harder. However, if the goals aren’t realistic, achievable, and quantifiable, the call center agents won’t be able to see their improvement. The work will become monotonous and meaningless. In addition to this, the goals should also have a deadline because time is always the best motivator for everyone.
4. Invest in the Right Tools and Technology:
Providing your agents with the right set of tools and intelligent call center software is a surefire way to boost their productivity. But, when it comes to finding, choosing, and implementing automated call center software solutions, there are several things that every business needs to consider. If you’re planning to integrate smarter technology into your call center, you must always look for the ones that provide flexibility, and scalability and suit best to your business needs. Implementing fully-integrated multi-channel contact center solutions allows call center agents to connect with your prospects through voice, chat, email, SMS, and more, whichever suits best to their needs. Incorporating an omnichannel contact center solution ensures better employee engagement, seamless communication, and reduced idle time, which in turn results in higher call connect rates and improved conversion rates.
5. Incentivize Your Agents Based on Performance:
Another best way to boost your agents’ productivity is by timely evaluating their performance and recognizing their efforts. Only if you know how your employees in customer-facing teams are performing, will you be able to make better decisions to improve your operations. Besides this, incentivizing your top-performing agents with rewards can also be an effective way to increase their motivation. Doing so will give them an extra push to continually perform at their best. When it comes to measuring the performance of your agents, there are some most common call center service metrics and KPIs you should measure and these include Average Handle Time, Average Time in Queue, CSAT Score, and First Call Resolution Rate.
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The Bottom Line:
HoduSoft, a leading Unified Communication software maker provides businesses with innovative solutions to help them revolutionize the way they communicate. It offers various call center solutions like HoduCC, HoduPBX, HoduBlast, and HoduConf. All these call center software is crafted carefully to meet the needs of companies of all sizes. Not only does this software improve agents’ productivity, but also keeps the call center agents motivated to deliver excellent CX to all their customers.
If you’re running a business, whether big or small, and looking for innovative call center solutions to improve the overall efficiency of your business, HoduSoft’s comprehensive product suite is just the right solution to fit your needs. For more information, pay a visit to the HoduSoft website.
