3rd Party Remote Call Monitoring Feature

Nothing is more frustrating for a customer than calling into customer service, only to speak with an agent who isn’t the sharpest knife in the drawer. When a customer has a problem, they want a solution. Having to talk to an agent who is supposed to be helpful yet is anything but will only turn the customer off and is a surefire way to lose business.

Call center managers have a duty to make sure their agents are alert and sharp. While it isn’t up to them to dole out brain games or puzzle games, offering workshops and suggestions to agents might help them exercise their brain cells while keeping them inspired. After all, they are the forefront of your customer service. They hear the good, the bad and the ugly, which can sometimes make them feel as if their jobs are thankless and uninspiring. Keeping a sharp mind and happy attitude can help do away with the work ennui, and help your agents deliver the best service to the customers calling in. Here are some helpful suggestions:

A comfortable work environment is the foundation of reducing stress, and for CSRs that starts with where they sit. Your CSRs need high-quality, adjustable chairs that let them sit comfortably while encouraging good posture.

Give your agents proper breaks and encourage reading. Reading can come in the form of articles, blogs, good books or even comics.

When in doubt, listen to music. While agents cannot listen to music while they work, listening to music they like when appropriate is pleasurable, and it will not only make the task seem more fun but as research shows, it can actually help them complete the task faster. Classical or instrumental music has been shown to enhance mental performance more than music with lyrics.

Encourage agents to try out some apps on their smartphones for brain exercise. Apps like Brain Fitness Pro claims to increase your IQ, sharpen your intelligence and give your memory a good push.

Allow agents to decompress anytime they need to. Some customers aren't going to be happy, no matter what you do. Some customers are going to be cold, rude or abusive. Most days, your people will be able to let it roll off their shoulders. Some days, it will get to them. On those days, make it easy for agents to decompress. Give them the space they need to shoot some hoops for ten minutes, or just let it out by talking about it, or engage in a relaxing activity.

Are your agents happy and with it these days? If you’re unsure, ask them. Create the space you want for your customers and give it to your agents as well. Happy agents mean happy customers.