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Success of Contact Center Depends on Its Employees

By Nathesh, TMCnet Contributor

Companies tweak their contact centers with various features and enhancements in order to deliver a better customer service, which in turn will help it attain a better profit margin. They also constantly look out for means to retain customers and also gain new ones.

According to Dayna Steele, the CEO at YourDailySuccessTip.com, a contact center can attain maximum success by keeping its employees happy. Happy and engaged employees will lead to happy and satisfied customers, which in turn will lead to the best free advertising in the universe for one’s company.

Steele is considered an authority on business and success trends including social media, networking and customer service, and has been a keynote speaker for companies and universities including Disney (News - Alert), Offshore Energy Center, NASA, Shell, Rutgers, PULSE Discover Card, and Purdue.

Steele advises companies to first check on the environment of their contact center. Simple attributes of the contact center should be tested such as the comfort level of agents in taking calls, clarity of receiving calls, ergonomics of the machine and desks agents work on, lighting and temperature of the room and more. Employees’ feedback of their working environment should be respected and grievances should be immediately addressed by contact center managers in order to increase agent productivity.

Some of the important factors that should be considered in the efforts to boost contact center productivity are:

• Contact centers should invest in technologies that bring out the best in their agents who reach out to customers;
• Let employees deviate from call script and rules which in turn will lead to more customer retention;
• Employees who talk to customers all day easily pick up what a customer expects and contact centers should mine that data and listen to what agents think would work better.

Simple efforts to ease work pressure and shows of appreciation go a long way toward increasing employee satisfaction.