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Can you offer any tips or techniques for refreshing our call center agents during the day? Many of our agents are suffering from the monotonous nature of the job and turnover at our call center is very high.

Can you offer any tips or techniques for refreshing our call center agents during the day? Many of our agents are suffering from the monotonous nature of the job and turnover at our call center is very high.

10/22/2008

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Question
Can you offer any tips or techniques for refreshing our call center agents during the day? Many of our agents are suffering from the monotonous nature of the job and turnover at our call center is very high.

Answer

Keeping call center agents motivated and fresh throughout the day is a challenge for call centers large and small. Here are some general techniques that have proven to be effective, although the exact approach will vary based on the specifics of your operation.

Use Interactive Voice Response (IVR) and Web self-service. These solutions can automate all routine inquiries that do not require the cognitive capabilities of live call center agents. If your organization supports self-service solutions, use them to automate the handling of frequent and routine inquiries, such as balance questions, order status, store hours/locations, directions, etc. When a large percentage of routine transactions are handled by the self-service system, the composition of calls reaching agents changes – they begin to receive more challenging and more interesting calls. This should have a positive impact on call center agent retention, because when agents are more stimulated, they are more likely to be satisfied with their jobs. Please keep in mind that when Web self-service is implemented, agents must be trained to handle technical inquiries about the website along with their traditional customer service responsibilities. This is another factor that changes the composition of calls going to agents when self-service applications are used.

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