Spreading the Holiday Cheer Through Agent Empowerment
How to keep the spirit of the holidays this season through excellent customer service.
The spirit of gift-giving doesn’t only apply to the presents wrapped under the Christmas tree. During the holidays, people tend to be more generous in many other aspects of their lives, and the heightened standards of the holiday season, not to mention increased demands, extend to the customer service industry.
But if you want your agents to spread the holiday cheer with excellent customer service, contact centre managers should be prepared to deliver on their end as well. Corporate culture works in mysterious ways, and empowering agents can have a significant impact on overall customer service. Here are three stocking stuffers to provide your agents with this holiday season.
1. Increased Autonomy
We’re all trying to get on Santa’s nice list this year, but nobody likes being restricted by stringent rules, limiting roles and few options. While managers may feel responsible for monitoring every aspect of agents’ performance, allowing for some extra breathing room can give your agents the right amount of space they need to really thrive.
Your agents spend the most time directly interacting with your client base. In essence, they have a relationship with customers that provides them with the skills to make an informed judgment about what may create an outstanding customer service experience. It would be a shame to let this potential knowledge go to waste.
Instead, increase the autonomy of your agents by allowing them to make independent, informed decisions. Something as simple as providing offers or making exceptions for customers during moments of potentially rising tensions can make life easier for the customer, thereby increasing the quality of your customer service. Furthermore, the authority to make on-the-spot decisions amplifies the sense of ownership and responsibility that agents feel for each client they serve, further assisting your cause for top-notch customer service.
2. Information on Demand
One of the most dreaded customer experiences is being passed from agent to agent and starting at square one each time. A research report by American Express found that 26% of consumers have experienced agent-to-agent transfer without any resolution of their problems. If a customer has a concern, they likely want to feel as though this concern is enough of a priority to warrant effective organization of their information without them having to repeat it over and over.
According to research by Aberdeen Group, 11% of agent time is spent searching for relevant information to manage each customer interaction. Instead of fumbling over the details of a call or message, provide your agents with an easy-to-use interface that displays a clear notice of each customer’s name, reason for calling and time in the queue. As a bonus, use a system that allows agents to navigate multiple channels simultaneously, including voice, chat, mobile and social media. With a heightened awareness of clients’ personal situations, agents can be in a position to personalize each call, e-mail or message in ways that let clients know that their time and service is valued.
3. Motivation
Last but certainly not least, motivation within the contact centre is critical for cultivating an environment conducive to optimal customer service. Consider implementing a rewards program as an incentive for your agents to try their best to delight each client they serve. Rewards programs can be effective ways to fostering collective corporate spirit when an entire group is rewarded, or can foster some healthy holiday competition when agents are broken into teams. One excellent way to frame a rewards program is by encouraging customers to complete short surveys after their experience. This can help maintain the focus on customer service rather than quick call times or financial profits.
But perhaps the most crucial element of motivation is found not in a rewards program, but in the company culture itself. Be sure that your agents know the importance of outstanding customer service and your company’s dedication to its cause. Congratulate individuals for excellent performance and rally high spirits that act as their own rewards when customers are satisfied.
Make sure you’re giving your agents the environment they need this holiday season. Remember that empowered agents make for happy customers, and the holidays are an excellent opportunity for your company to shine. For more information on how empowering agents can help them deliver outstanding customer service, download our free white paper.
