Five Tips To Transform Good Agents Into Superstars | Workforce Management Blog

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Five Tips To Transform Good Agents Into Superstars

Posted: by: Chuck Ciarlo

Your agents are on the front line of customer service, product promotion and brand awareness. Their job performance resonates throughout the entire company, impacting marketing, sales and client research. So it’s imperative to do everything possible to find and train agents who can surpass “good” and achieve superstar status.

Here are five tips that can help them along that path.

1. Competition

As long as it doesn’t turn nasty, healthy competition between agents for some type of reward can result in better service. Some call centers will even pit a team of agents against their managers, to see who fares better. The chance to outshine the boss can be a powerful motivator.

2. Empowerment

Show faith in your agents by allowing them to make some decisions for customers without having to check with a manager first. This will increase their sense of responsibility, and shorten many calls as well – a boost to average handle time.

3. Communication

Listen to your agents. Schedule informal meetings where they are free to express opinions on any aspect of their job. For those that may be uncomfortable sharing their views in an open forum, provide a good old-fashioned suggestion box when ideas can be offered anonymously. An agent who sees his or her ideas implemented is one that will feel more like a valued member of the company.

4. Support

Agents often perform better if they feel appreciated. That means providing flexible shift schedules so those attending school or dealing with outside responsibilities. Those that wish to advance into managerial positions should be encouraged, and perhaps even trained, for that eventuality.

5. Reward

It’s basic, but it still works: provide incentive and bonuses to agents that exceed expectations, and don’t be surprise if service improves.

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