News : Almost Half of UK Contact Center Agents Feeling Undervalued
London, UK, July, 2015 -- In May, a survey of over 7,000 UK consumers identified the worst contact centers in the country. UK contact centers are facing increasing challenges due to the combination of customer expectations and more pressure to deliver value from businesses.
EvaluAgent is a provider in workforce optimization for contact centers. It recently carried out its own survey of the biggest contact centers and uncovered a number of issues that affect the customer experience.
Top findings from the survey include:
- 4 out of 5 Team Leaders do not feel that agents are resolving customer queries consistently
- Nearly 40% of agents do not feel empowered to deal with customer queries
- Less than a third of Team Leaders feel able to provide sufficient coaching for their agents
EvaluAgent has now produced 'The Essential Team Leader Playbook' to address the problems faced between Team Leaders and their agents. It aims to provide Team Leaders with the skills and the knowledge they need to resolve the most common problems in contact centers.
Jaime Scott, the Managing Director at EvaluAgent, said: "It's never easy for Team Leaders, but they have the opportunity to improve their skills if they use the right tools. Team Leaders can consistently improve through communicating with their teams, learning how to empower their agents, and through regular coaching. This way, they can make sure they are doing everything possible to meet the different needs of the business, their agents and the customer."
Posted by Veronica Silva Cusi, news correspondent
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EvaluAgent cloud-based people management software platform helps call-centres.
Published: Tuesday, August 4, 2015