TMCnet Feature
December 08, 2022

3 Reasons Customer Satisfaction Hinges on Agent Productivity

There is a deep relationship between service agent productivity and customer satisfaction. Generally speaking, productive agents resolve customer issues quickly and efficiently, which creates happy customers and better service outcomes. Although this seems easy to achieve, it takes planning and ongoing training to develop productive agents.

One of the ways companies develop productive agents is by using AI-powered contact center software. When contact center software is equipped with artificial intelligence features, much of an agent’s mundane, repetitive tasks can be automated, and this alone can decrease the burden of a heavy workload so that agents are free to deliver five-star customer service.

When it comes to efficiency, it’s hard to beat cloud technology. Today’s AI cloud contact centers provide a unified view containing customer information and history along with tools that support sharing and collaboration by the customer service team.

They use Contact Center AI to automate operations like balance verification, order placements, and responses to initial inquiries. All of these tasks are automatically handled by AI-powered virtual agents and create a positive increase in customer satisfaction.

If you want more sales and a thriving business, you need happy customers, which means you need outstanding customer service.

Here’s why.

1. Customers are only truly satisfied when their problem is solved

First and foremost, you won’t find many truly satisfied customers whose problems are unresolved. When customers contact a business with an issue, they expect a resolution. That resolution might look like a refund, an exchange, or something else that makes them feel satisfied. However, when a customer walks away without a resolution, they’re not going to be happy.

Unhappy customers who can’t get a resolution tend to feel like their concerns have been ignored or pushed aside. Sometimes they feel like the company doesn’t care about its customers and only cares about profits. This belief may or may not ultimately be true, but when an agent can’t resolve a customer’s problem, the customer is left with the belief that the company doesn’t want to go out of their way to make sure they’re satisfied.

So, how do you know if your customers are satisfied after speaking to one of your representatives? Asking is one of the easiest ways to find out if your customers are satisfied. For instance, you can send out customer surveys after each interaction to get an idea of how well your agents are performing and how well they’re solving customer issues. You can then take this information to fine-tune your customer service interactions.

The most common survey is the Customer Satisfaction Score (CSAT), which asks customers to rate their interaction on a scale of 1-3, 1-5, 1-7, or 1-10. There are additional scores that are equally helpful and you can find these discussed in detail on Hubspot.

2. Customers know what it’s like to have a company go the extra mile

One of the reasons customer service agents make customers feel unhappy is that customers know what it’s like to have a business go to great lengths to ensure their satisfaction. When this doesn’t happen, or the customer feels resistance from a business, they’re more likely to feel dissatisfied.

Many businesses have caught on to the fact that customers want and expect to be treated like a priority, so they will do whatever it takes to make their customers happy. For instance, some companies train their service reps to make things right even if it goes against company policy, like accepting a return outside of the return window.

Today’s customers expect more than just adherence to company policy. While it’s important to have clearly defined rules about returns, exchanges, and other policies, it’s equally important to empower customer service teams to act outside of those parameters when they feel it’s warranted.

For instance, if a customer is extremely upset and misunderstood the limitations of a product, it won’t hurt to issue a refund and let them keep the product.

This type of experience will leave customers with a good perception of your brand even when they aren’t a match. This experience will also make people less likely to bash your company and might even turn them back into a customer later down the road.

3. True productivity is about the end result

In today’s world, many people confuse busy work with productivity, as if performing a list of tasks during the day means they’re being productive. However, if those tasks don’t move a project forward or help to accomplish an overall goal, there is no productivity happening.

When it comes to customer service and support, the goal should be to create satisfied customers because that’s how you’ll stay in business and grow your business. A customer service agent might have a list of various ways to resolve particular issues, but if the end result is a dissatisfied customer, going through those motions isn’t productive.

A productive agent is one who solves customer issues and answers their questions to their satisfaction. If customers aren’t satisfied, the agent hasn’t been productive. Even if an agent does everything by the book and sticks to company policy when handling customer issues. Agent productivity centers on outcomes, not the procedures and time taken to get there.

Productivity creates happy customers

There are many different factors that contribute to customer satisfaction, but nothing contributes more than solving their problems. Sure, some customers will be completely satisfied with your product or service out of the box. However, many customers need a little more support to become fully satisfied. For instance, if they run into an issue with a product or service, they’ll need it resolved before they’ll feel fully satisfied.

The bottom line is that no matter how amazing your products and services are, your customer service agents have the power to create satisfied customers. When your goal is to create a thriving business, customer satisfaction needs to be prioritized, which begins with agent productivity.

» More TMCnet Feature Articles


» More TMCnet Feature Articles