Nowadays, most of the companies try to offer good products and services along with the best customer service to ensure a long-term success. To deliver the staggering customer service, call centres in UK get approached as they know how to meet customer’s expectations without putting much effort.
No one can ignore this aspect that call centre agents play a significant role in the business’s ongoing success. Empowering call centre agents to make some important decision during the interaction is the most efficient way to enhance customer experience. So, it would not be wrong to say that keeping agents empowered helps in achieving higher CSAT score & retention level.
Have a dekko at the following tips that will help the telemarketing companies in empowering their agents:
Provide the best technology
To render the best UK telemarketing companies, it is imperative for the BPO firms to give the best technology to agents. Providing a powerful CRM system will help the agents to access the customer’s data to deliver the best services. It is significant for the BPO firms to keep all the information updated so that agents don’t face any hassle during the customer interaction.
The same thing applies to the other technology such as IVR systems. BPO firms must ensure that all the customers get redirected to the right departments via IVR menu. This aspect not only increases the CSAT score but also prevents the wastage of resources & efforts.
All in all, providing the best technology is the best & simplest way to empower the telemarketing companies’ agents.
Allow the agents to share their experience
Well, no one can deny this fact that agents always have a better idea about the customer’s expectations owing to the regular interactions. Therefore, it is significant for the BPO firm’s owners to get the agent’s feedback to render unparalleled call centre services by telemarketing companies in UK.
It is imperative to allow the agents to share their experience during meetings and training sessions. This aspect not only helps in generating the most productive results but also increases the agent’s job satisfaction level. Here are some suggestions that supervisors or managers can consider during the interaction with the agents:
The most effective way to empower the agents is a regular mentoring. The main reason behind that is sometimes agents face issues while working with seniors or using the latest technology. This aspect not only decreases the job satisfaction level but also reduces the agent’s productivity.
With the help of a regular mentoring, agents can easily share their problems with the management. Apart from that, offering optional training or conducting skill development programs will boost the agent’s confidence to deliver the best.
Being an owner of a BPO firm, it is understandable that setting some hard rules is important so that nothing can affect the business’s productivity. But you need to understand that leniency has some its own benefits. Of course, we aren’t saying to compromise with the productivity but it is significant to offer some freedom to the agents.
To empower the agents, it is imperative to ask their work schedule preferences. Sometimes agents feel that they can deliver more productive results if they work as per their preferred time. Apart from that, BPO firms should allow the agents to make goodwill gestures to handle irate customers.
Create a comfortable environment
Don’t be surprised as workspace optimization has always been one of the best & effective ways to empower the agents. The main reason behind that is sometimes agents get irritated with the hassle of tedious work culture and daily targets, which, in turn, leads to a high agent attrition rate.
Therefore, most of the reputed BPO firms try to create a comfortable environment for the agents so that nothing can affect the quality of the UK telemarketing companies. Here are few recommendations that can help in making workstation more pleasing:
Publish Date: July 23, 2018 1:15 PM