Your contact centre agents are your company’s face to the outside world. They’re on the front-line with your customers every day—the employees you trust to maintain those critical buyer relationships.
But the job of a contact centre agent isn’t an easy one. And those roles are vulnerable to high turnover. It takes a special mindset to field complaints and calls, day after day. Without the right support, jobs like theirs can be physically, psychologically and emotionally draining. You don’t want that. You want your agents to feel energised. You want the interactions they have with your customers to be positive ones. And you want those agents to be your longtime employees.
It’s not as hard as you might think to keep your contact centre agents happy, motivated and committed. Here are the top five tips based on our experience helping customers with their workforce engagement efforts.
If you’re truly committed to a superb customer experience, you want your frontline agents empowered to deliver solutions—not just answers—on behalf of your company. The quicker your customers receive helpful, definitive information or decisions, the happier they will be. And the less runaround an agent has to go through to provide this information, the happier the agent will be. But this shift takes trust and flexibility, on both sides—here are a few ways to shift gracefully.
We all know how mind-numbing and frustrating it can be to face the same problem time and again, with no end in sight. Or to stumble through an overly-complex process. Contact centre agents are no different. Tasked with an already difficult job, agents quickly can become demoralized and unmotivated when asked to follow workflows that don’t make sense to them. So help them out.
The most appreciated or memorable rewards are rarely the most expensive ones. Simple, creative, lower-cost rewards delivered more frequently often generate better results. So do something extraordinary but easy—create fun contests to recognise superstar agents. A few ideas:
Not all contact centre agents have the same career aspirations. And—since most contact centre agent roles are entry-level—agents typically welcome advice and mentoring on how to advance their career from managers or more senior peers.
(Bonus: while you’re making agents more productive—and more marketable—you’re also grooming your next level of senior contact centre employees.)
Everyone craves connection. It’s a basic human need. Frontline employees tend to feel undervalued, so they in particular need connection.