New Wave of Call Centers

Call center agents have the sole responsibility of taking care of callers, ensuring all issues have been addressed and rectified. A handful of initiatives can create connections between agents and customers, easing daily interactions for a seamless experience on both sides.

It all begins with teamwork. Agents should be able to bounce ideas off of one another and role play for those unforeseen or unexpected questions that could – and inevitably will – arise. Call centers, where agents are able to support and collaborate in a meaningful way, reportedly perform 50 percent higher than average call centers without this strategy.

Though rules are important to abide by for structure and compliance, adaptability is vital, since no two calls or callers are the same. Thus, working together in all different fashions is the best way to develop and implement problem solving techniques.

A big problem with call centers is a high turnover rate; annual turnover is 29 percent and the lifespan is an average of 3.3 years. This is often due to high stress levels and forced adherence to rules; now, call centers are looking for ways to reduce attrition starting with making the position virtual.

Freelance agents tend to feel more connected and dedicated to their positions as the tasks can be performed anywhere. Additionally, agents who have the advanced technological skills tend to excel in call center positions over those who do not. They are able to more easily adjust to new software that is constantly being introduced for call center and agent efficiency. Constant evolution is inevitable.

“Unfortunately, too many companies are under-investing in frontline service talent. They still hire, onboard, develop and manage their service reps in much the same way they always have,” according to an article from the January-February issue of Harvard Business Review.

With the old methods still in place at most call centers, a factor that still needs to be worked out is scheduling. Rather than overstaffing for a forecasted high-volume day, having remote agents on call will allow call centers to staff the regular crew and only call in said agents when needed and only for a certain amount of time. Instead of a full shift, an agent can clock in from home for an hour or until the peak calls subside.

These are just a few new ideas that will help not only agents, but will deliver exceptional customer service while lowering agent retention rates. It is a win-win for everyone. 

Edited by Erik Linask