Ask for a Live Demo

10 easy ways to empower your call center agents

10 easy ways to empower your call center agents

[fa icon="calendar"] May 23, 2013 10:31:05 AM / by Briana Songer

Briana Songer

Things happen in your call center that can't be anticipated. Sudden changes mean your agents must make instant judgement decisions. What's important is that they feel comfortable and feel confident to do so. It's important to recognize that your agents are in fact, capable of making their own decisions based on their wealth of information from interacting with customers.
How do you empower them?

Things happen in your call center that can't be anticipated. Sudden changes mean your agents must make instant judgement decisions. What's important is that they feel comfortable and feel confident to do so. It's important to recognize that your agents are in fact, capable of making their own decisions based on their wealth of information from interacting with customers.

How do you empower them?

1. Let them make decisions on their own. Give them authority to make their own informed decisions. For example, why not let your agents do something for the customer when they're NOT complaining?

2. Too many applications. When handling a call, agents must navigate though 5+ applications. Build confidence and help them out with more friendly interfaces and management systems to help them find the answer quickly. Less time wasted searching for something means less stress for them.

3. Rewards. Incentives are crucial because not only do they motivate your agents, your customers will reap the rewards, especially if there are incentives to encourage your agents to treat them well. Implement a motivating reward system. Just don't expect your agents to do one thing, while rewarding them to do something else.

4. Zappos. Known for it's positive work environment, Zappos let go of the traditional monitoring program, and replaced it a program known as: Full Circle Feedback. This basically lets the staff do their own evaluations, observations and other checks. Zappos isn't focusing on the numbers, but more on building the customer relationship.

5. Be open. Allow your experienced staff to rely on their knowledge and put together processes and training packs together to help out the newbies. Support and discuss their decisions and feedback.

6. Communication. Keep everyone involved in company changes, schedules, procedures etc. Integrate a platform where everyone is able to participate, communicate and check for updates. As a supervisor don't be unavailable, boost morale by walking around and talking with your agents everyday. More communication means stronger relationships.

7. Work from home. Having the flexibility of working from home boosts agent productivity and morale. It let's them know you are looking out for their best interests, especially in their work/life balance.

8. Scripts. Many call centers rely on scripts that agents must follow. Not only does it sound boxy and un-animated after repeating it to customers time after time, it limits the agents ability to sound natural and be creative. Let them play around with the greeting or come up with one of their own.

9. Training. The call center is a constantly changing environment. Give your agents the power of knowledge to help them adapt. Train them often and with relevant material.

10. Coaching. A great coach is a powerful tool as it guides agents deal with difficult situations, and help change their behavior and attitude.

There are limitless ways to empower, but most importantly, it's about embracing the culture of empowerment. Not only can you improve your call center processes, but you will show that you respect and value your agent.

1. Let them make decisions on their own. Give them authority to make their own informed decisions. For example, why not let your agents do something for the customer when they're NOT complaining?

2. Too many applications. When handling a call, agents must navigate though 5+ applications. Build confidence and help them out with more friendly interfaces and management systems to help them find the answer quickly. Less time wasted searching for something means less stress for them.

3. Rewards. Incentives are crucial because not only do they motivate your agents, your customers will reap the rewards, especially if there are incentives to encourage your agents to treat them well. Implement a motivating reward system. Just don't expect your agents to do one thing, while rewarding them to do something else.

4. Zappos. Known for it's positive work environment, Zappos let go of the traditional monitoring program, and replaced it a program known as: Full Circle Feedback. This basically lets the staff do their own evaluations, observations and other checks. Zappos isn't focusing on the numbers, but more on building the customer relationship.

5. Be open. Allow your experienced staff to rely on their knowledge and put together processes and training packs together to help out the newbies. Support and discuss their decisions and feedback.

6. Communication. Keep everyone involved in company changes, schedules, procedures etc. Integrate a platform where everyone is able to participate, communicate and check for updates. As a supervisor don't be unavailable, boost morale by walking around and talking with your agents everyday. More communication means stronger relationships.

7. Work from home. Having the flexibility of working from home boosts agent productivity and morale. It let's them know you are looking out for their best interests, especially in their work/life balance.

8. Scripts. Many call centers rely on scripts that agents must follow. Not only does it sound boxy and un-animated after repeating it to customers time after time, it limits the agents ability to sound natural and be creative. Let them play around with the greeting or come up with one of their own.

9. Training. The call center is a constantly changing environment. Give your agents the power of knowledge to help them adapt. Train them often and with relevant material.

10. Coaching. A great coach is a powerful tool as it guides agents deal with difficult situations, and help change their behavior and attitude.

There are limitless ways to empower, but most importantly, it's about embracing the culture of empowerment. Not only can you improve your call center processes, but you will show that you respect and value your agent.

Topics: Feedback, Coaching, call centers, tips, training

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

CTA_test.jpg

Sign me up!

Subscribe

Grow Your Network!

Go To PlayVox