Contact Center Tactics: How to Ensure Your Agents Are Happy


One of the primary issues of managing a contact center has to do with keeping the agents happy and productive. After all, working in a contact/call center can be challenging, as the pressure is undoubtedly on for anyone trying to perform well.

Even worse, there are going to be situations that aren’t covered in training modules, which is a shame for most contact centers.

If you want to ensure that things go smoothly for your business, here are some ways you can ensure that your agents are happy.

Ensure you are Using Every Tool at your Disposal to Keep things Running Smoothly

One of the first tips is to give yourself an edge over the rest of the competition by looking for top-quality apps and programs that can boost your business.

For example, most tech-savvy contact centers use a predictive dialer to guarantee that things go smoothly. For those who are unaware of what the predictive dialer does, it serves to figure out the best time to dial for an agent. It uses past call patterns to figure out agent availability, allowing it to figure out the ideal times to get callers connected to waiting agents.

A predictive dialer can do an incredible job at keeping your agents productive and efficient.

However, it’s also a good idea to monitor the calls to ensure that things are going smoothly.

However, there might come a point when pushing an agent into too many calls could be stressful if you aren’t giving them the tools they need to thrive. It brings us to the next tip.

Give your Agent Everything they Need to Succeed

Without a doubt, many contact centers’ training methods aren’t enough, as agents need the experience to grow and thrive. Unfortunately, after training, they’re put in a stressful situation where they need to understand multiple scenarios they have yet to experience fully.

To help avoid such a situation, ensure that your trainees are already sitting in and listening to current calls. It would help if you gave them current calls from your top agents to use as an example.

They need to sit in with your agents to ensure that they understand what their responsibilities entail. Unfortunately, too many trainers don’t realize the importance of recent IT solutions, instead choosing to teach modules from months ago.

Ensure Performance Analysis and Incentives are Top Priorities

Last but certainly not least, ensure that you have performance analysis software to figure out which agents are going the extra mile.

Performance is crucial, especially concerning incentives. The more you incentivize great performance, the easier it becomes to foster loyalty to your business.

However, such a thing only works if you’re willing to give your contact center agents the training they need to excel.

Aside from the best-practice methods above, ensure that your work environment is comfortable and accommodating, and adopt an open-door policy to ensure everyone knows they can ask questions. Only then will you have a work environment that makes your agents happy.

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