Forget gimmicky incentive schemes, forget table football and fancy coffee machines, forget all the expensive things you've done over the years in an attempt to motivate your contact centre agents; if you want to do that, the most important step you can take is to give them more exciting work.
Many companies have developed websites that are designed well enough that agents no longer have to field very simple queries such as balance enquiries, order tracking, and data capture. However, too few have taken advantage of outsourcing firms to take on the type of queries that are too complex for a website but are still dull and repetitive for their highly trained in-house staff.
We work with a number of niche retail brands for whom customer service is a mix of run-of-the-mill enquiries, straight forward ordering and more detailed product information calls. A simple one stage IVR platform has allowed them to filter out the simple calls, sending those to our agents, whilst their expert in-house staff are tasked with resolving customers’ more complex enquiries. The result? Motivated, engaged staff making full use of their product knowledge and customers happy that their questions are being resolved first time.
As the world becomes ever more competitive, so the power of brands grows ever more important, and those companies that use their in-house contact centre agents as enthusiastic, informed brand ambassadors will be the companies that thrive.
The fifth day's insight follows tomorrow...