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Article : What's Good for Contact Center Agents

#contactcenterworld, @datamark_inc

There is no doubt that being a contact center agent is a tough job. Day in and day out, agents must keep a positive and cheerful attitude while assisting frustrated customers. If that’s not stressful enough, the pressure is on from management to deliver consistent, quality customer service in an efficient manner.

Some agents will eventually move on to other work opportunities, but many will stay on and make customer care a career. What can contact centers offer to keep these kinds of employees happy and motivated year after year? In this article, we look at five things agents want from the contact centers that hire them:

  1. Agents want a contact center that respects the position as a profession. You want your agents to stay with you for the long term, so create a culture where agents are respected as customer care professionals. Recruit agents with appropriate levels of education for their role, including outstanding writing skills for multichannel agents who will assist customers via email and webchat. Naturally, voice communication skills should be top-notch, with a personality that can put a customer at ease. Once the agent is onboard, offer classes and workshops for agents to learn new CRM technologies and hone their customer-care skills. If you treat your agents like pros, they will work like pros.
  1. Agents want a contact center that invests in equipment and facilities. Agents don’t want their work to be disrupted by slow workstation computers or cheap equipment that won’t hold up to the tasks at hand. Ensure that your contact center has industry-standard PCs, software and headsets. Also, workstation furniture should be ergonomically adjustable and in good condition. Make sure your contact center facility is at a comfortable temperature, well-lit and clean. The pride taken in keeping an attractive workplace will shine through in agent’s voices and attitude toward callers.

Agents want contact center managers who give and receive feedback.Professional agents are eager to improve and excel intheir positions. Improvement comes with feedback from managers—agents want to know how they are doing and are open to criticism when it’s followed by support and a plan for improvement. By the same token, agents want their managers to listen to their feedback. Since they are always on the "front lines," agents are the best resource for ways to improve customer care. Agents appreciate it when their voices are heard, and when they are encouraged and empowered to change the way things are done.Happy and proud businessman with many thumbs up hands

  1. Agents want a contact center that promotes wellness. Agents don’t want to fall into the trap of sedentary jobs, which often lead to weight gain, stress and unhealthy habits. When possible, make sure agents have the opportunity to choose health insurance plans and to participate in company wellness programs. A healthy workplace can include regular breaks from the workstation for a walk or a stretch. Breakrooms, cafeterias and get-togethers should offer fresh fruit, vegetables and other healthy snacks and drinks. Agents appreciate a workplace with a well-equipped gym with showers to fit in workouts before and after work and during lunch. Healthy employees make happy employees.

  2. Agents want a contact center that offers flexibility. The one constant in working life is change: agents may become new parents, or they may want to pursue higher education, for example. They appreciate an employer that offers flexibility under different circumstances, such as the ability to let agents work from home or to have a schedule that accommodates childcare responsibilities or school. Contact centers that are responsive and understanding of agents’ circumstances will be more likely to keep those agents—they will see the position as not just a job, but a career that will last for a long, long time.

#contactcenterworld, @datamark_inc

Company LogoDATAMARK, Inc. is a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employing more than 2,800 at their facilities in the United States, Mexico and India. They deliver customer service in omni-channel contact centers, ranging from SMS text to video chat and everything in between. Their long term client partnerships include customer care for international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics.
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Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

Read today's tip or listen to it on podcast.

Published: Tuesday, October 3, 2017

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2021 Buyers Guide Visual Communications

SJS Solutions

Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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