Workforce Management Featured Article
Why Live Agents Matter to the Bottom Line
Focus on the call center in the telecommunications space often centers on technology or process improvements to ensure the customer has the best experience possible. While these factors are important in this environment, they are not as important as the agent base. Even in a center where self-service is a priority, agents still have to be the voice of the company. As such, they are a critical part of the total customer engagement experience.
Agents are in place to help build customer relationships. If they are simply viewed as individuals completing transactions, the organization will spend more time cultivating new opportunities to replace the loyal customer base they are unable to build. Workforce management tools can help build a solid agent base that cultivates those relationships, but let’s take a look at why they are so important in the first place, according to a Virtual Hold blog.
First, a live agent can listen better than a robot – even an intelligent robot. A self-service channel will only perform to the extent of its programming. Customers want real solutions to their challenges, not new ones when they call the center. Agents have the ability to listen, empathize, appreciate and respond appropriately to the customer. Following a script just won’t cut it with today’s discerning consumer.
Second, empowered agents can solve real problems. Scripts are important in specific points of the conversation, but agents have to be empowered to rely on their customer service skills to go the extra mile when it’s needed. If the customer feels as though the customer is hustling to meet their needs, satisfaction soars.
Third, knowledgeable agents are proven to be faster and more efficient in the contact center environment. By the time a customer is interacting with the live agent, chances are they have already worked their way through the IVR, the website or some other self-service options. Once they reach the live agent, they want fast resolution and the contact center benefits from efficiency.
Fourth, agents have the ability to follow up when needed. The customer may need a call back on an issue that needs a little more time. Receiving assurances from the individual with the ability to do so is better assurance than a written guarantee on the website.
Finally, the live agent can address the customer by name through natural conversation. Customers do not want to be treated like faceless revenue sources as they are real people with real needs. The agent able to respond to those needs with personalized service is building a loyal relationship with that customer.
In today’s marketplace, customers can easily switch from one vendor to another. What keeps them coming back again and again to the same brand is the people. When a contact center manager implements workforce management solutions to create an optimal environment for those people, the outcomes are significant.
Edited by Stefania Viscusi