Having agents with the right skills and qualifications isn’t enough to guarantee call center success. Agents must be excited to work and happy to provide superior customer service. Enthusiastic, happy agents mean satisfied customers. In today's highly competitive market, many companies are using customer service to set themselves apart. With that being said, it is imperative for companies to make sure their agents have what they need to be successful.
Did you know that only 35% of agents are satisfied with their jobs? There is a direct correlation between an agent's satisfaction and their ability to consistently achieve call-handling goals. It is a manager or directors job to ensure their agents have the right tools as to reach their goals and satisfy their customers. Agents need to be trained and assessed constantly as well as be provided with healthy working conditions and simplified systems.
This infographic will not only shed some light on what is needed to ensure agent success but also provide great tips to keep agents satisfied and improve overall call center performance.
