Customer experience and brand image is considered to be one of the most important parts of the business that can either make it or break it. However, when considering ways to improve customer experience and overall opinion of the brand, organisations fail to notice something that’s right at the centre of customer service – contact centre agents.
Studies show that only 2 in 10 employees strongly agree that their performance is managed in a way that motivates them to produce quality work (Gullap). A well-motivated agent in a fun and encouraging environment can boost customer experience and create a positive brand image without even realising it. It all sounds great, and to acknowledge the link between contact centre agents and customer experience is easy, but to actually create a contact centre that motivates and encourages agents – not so much.
Ways to create a positive working experience for agents
Call Volumes are not a measure of success
Many of Welltel’s customers have contact centres, so we face different challenges from different industries every day. But one thing they all have in common is that no contact centre can measure its success by the number of phone calls are handled that day alone. When agents’ performance is measured according to the number of calls they are able to handle a day, it shifts their focus to quantity rather than quality. To keep their employees happy and achieve high-level productivity, contact centres need to create focus on good customer experience and retaining customers. The agents will feel more motivated when they can help customers and keep a high satisfaction rate.
Achievement and opportunity are one of the biggest motivators for people in work. To motivate your agents make sure to acknowledge their achievements and hard work as well as setting new goals. Make time to celebrate birthdays and other small occasions, it gives a nice break to everyone and allows them to go back to work rejuvenated and with a new positive outlook. Fun competitions, work and not work related, also help with small prizes like coupons or merchandise.
Gamification is becoming a popular approach to motivation and training where agents are encouraged to compete with each other in varies parameters such as:
Average speed to answer
Total talk time
Customer satisfaction score