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Contact Center Matters: Keeping Your Agents Efficient and On-Track

By Contributing Writer
Mildred Austria
February 06, 2023

One of the most crucial aspects of running a contact center (or a call center) is ensuring your agents are as productive and efficient as they can be. It’s not an easy thing to balance, as contact center work can be extremely stressful as agents constantly have to be on their toes.

If you don't have a strong support system for your agents, it won't be long before your employees feel disgruntled. Remember that it only takes a single unhappy employee to cause trouble for your business. Therefore, ensuring that your agents are happy with their work is in your best interest. Here are a few best-practice methods to ensure you make the most out of the situation.

1. Making sure your contact center has a solid foundation

One of the first steps is ensuring that your contact center’s infrastructure works well enough that every agent has the opportunity to thrive. With an efficient system in place, you’ll have an easier time figuring out which aspects need your attention. For example, trying to get agents to connect with their callers efficiently can be problematic, as every agent has different patterns.

Fortunately, a predictive dialer acts as a solution by using an algorithm to predict the best times to dial specific agents. It uses contextual data to predict how agents might handle calls and try to act accordingly. It's an impressive foundation for a contact/call center, as it helps ensure your agents don't have to wait and can get to the next call. Of course, your agents have to be motivated, which is where the next step comes in.

2. Ensuring your agents are motivated and happy

If you're going to use a system like the predictive dialer, you have to ensure that your agents are ready to handle their calls and are motivated to do their best. To deal with the former, thorough training is necessary. It's not just about training with modules, as you’ll need to ensure your agents are getting the experience they need through coaching sessions with your best staff.

You can keep them motivated by adding incentives to deal with the latter. If your agents are motivated to do their best, you'll get results reflecting their desire to do the job. Add substantial incentives, and your agents will do the rest.

3. Listen to any concerns your agents might have

Last but certainly not least, the workplace is not a static environment, which means there's likely never a dull moment. There will be situations where your agents are unhappy or unsure of what to do next, which is why they need guidance. Maintain an open-door policy, and listen to any concerns your agents might have. It's also a good idea to focus on the quality of your HR department, ensuring that payroll and other details are accomplished on the dot.

Your contact center will only be successful if you take your time to ensure your agents are happy. The best-practice methods above will go a long way to fostering loyalty and ensuring your business makes its mark on the industry.

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