Agent satisfaction and productiveness: Are they linked?



Article Highlights:

  • Happy contact heart brokers are about 3x as more likely to really feel certified at work, which contributes to decrease agent turnover charges.
  • Dissatisfied brokers will be much less productive at work and value companies billions of {dollars} yearly.
  • RingCentral’s cloud-based software program can equip contact facilities and their brokers with the suitable instruments wanted to carry out higher at work, thereby boosting agent satisfaction and productiveness.

Joyful and happy employees profit everybody. The extra happy and content material staff are at work, the extra seemingly they’re to be productive staff members.

Happy staff are extra productive

In accordance with analysis carried out by the College of Warwick, happiness at work will increase worker productiveness by 12%. In distinction, sad staff have been proven to be 10% much less productive. Stats like these show optimistic emotions at work usually tend to encourage staff to spice up efficiency.

Each firm needs a productive workforce, however they will’t all the time depend on every particular person employee to convey their A-game on their very own. Administration has an obligation to create a optimistic and stimulating work surroundings that fosters extra optimistic feelings amongst staff, which in flip can spur productiveness.

With extra engaged staff members additionally comes increased profitability. A latest Gallup ballot confirmed that extremely engaged employees assist enhance buyer rankings by 10%, and improve gross sales by 20%. However, staff who fail to interact on the job value companies as a lot as $550 billion a 12 months.

Though job safety and monetary incentives are key elements to job satisfaction, different components additionally play a job, together with alternatives to enhance one’s abilities and incentives to be extra engaged at work.


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The vital want for contact heart agent satisfaction

Contact heart brokers have a troublesome job, and so they can usually really feel mentally drained when beneath extreme quantities of stress. It’s no surprise that turnover charges are typically disproportionately increased amongst contact heart brokers when in comparison with different forms of employees. The truth is, turnover charges amongst contact heart brokers will be as excessive as 30% to 45% within the US.

Given these excessive numbers, contact heart administration should concentrate on motivating brokers and streamlining their jobs with the suitable coaching, incentives, and know-how. Happy contact heart brokers are more likely to stay round for the lengthy haul and will even be prepared to refer a pal for a job opening.

Happy brokers are additionally over 3 times extra seemingly than dissatisfied employees to really feel certified and comfy sufficient to effectively resolve buyer points.

Listed here are a number of ideas to assist enhance agent satisfaction and subsequently enhance productiveness.

Guarantee complete onboarding and ongoing coaching

All new employees want some type of coaching to equip them with the abilities wanted to carry out their jobs correctly, however extra complete coaching will be sure that as a lot material as doable is roofed. Specializing in complete agent coaching ensures that brokers are higher in a position to serve clients, and it’s more likely to elevate the brokers’ job satisfaction as properly.

After onboarding, brokers ought to obtain ongoing coaching and real-time suggestions about their efficiency. It’s a lot simpler to right any points on the spot than to attend till after the actual fact. Plus, brokers admire direct and well timed suggestions that provides them the perception wanted to make changes to their efficiency as required.

Even distant employees can obtain all of the required coaching and suggestions with the suitable software program. Progressive contact heart software program options telephone, video, and chat to assist trainers and brokers work face-to-face.

Hold brokers related to inner sources

Effectively-trained contact heart brokers needs to be totally ready and educated earlier than they cope with their first buyer. That mentioned, they might nonetheless be confronted with the odd difficulty that requires some help, which is why they need to all the time be related to inner sources.

That is the place fashionable contact heart software program is usually a enormous assist. Specialised instruments make it simple for brokers to hook up with different employees in several departments by phone, video, and chat and present who is obtainable to assist.

Brokers related to inner sources will likely be higher in a position to resolve points and really feel extra happy with their jobs.

Equip contact facilities with cutting-edge cloud-based know-how

Implementing fashionable digital know-how within the contact heart is essential as we speak. Companies merely can not afford to disregard know-how in relation to enhancing buyer expertise and selling agent satisfaction.

Contact facilities and their brokers want a versatile and sturdy software program that operates within the cloud, permitting brokers — together with these working remotely — to simply join to one another.

The facility of know-how within the contact heart is plain, as promoting administration software program supplier WideOrbit just lately realized.

Case research: RingCentral provides resolution to world telephone programs

Studying about the advantages that cloud-based digital options can convey to companies with quickly rising operations is one factor, however seeing it in motion is one other. Take WideOrbit, for instance.

This main supplier of promoting administration know-how for broadcasters and networks on cable tv and radio stations has seen exponential year-over-year development in operations. Whereas that’s clearly a great factor, it additionally comes with important operational challenges. Attempting to handle on-site phone programs throughout the globe led to a fancy framework of telephone programs at all the firm’s areas.

Whereas the preliminary purpose for WideOrbit was to consolidate all areas to at least one centralized telephone system that included all employees from world wide, this proved to be extra of a problem with the agency’s on-premises phone programs than initially realized. Though many WideOrbit staff work primarily on-prem, many others don’t.

What WideOrbit wanted was a world cloud-based resolution that staff may use to streamline and simplify calls on their workplace numbers that may be produced from any location. The agency needed to convey all assist brokers collectively so anybody may name in to any quantity and be related to the suitable assist employees immediately.

After doing some research on cloud-based options, RingCentral finally supplied exactly what WideOrbit was in search of. RingCentral’s mix of phone options, amalgamated instruments, and worldwide assist was precisely what WideOrbit wanted.

Brokers have been in a position to shortly onboard with no hitch and will begin working from wherever they have been utilizing RingCentral’s consolidated communications platform. In flip, brokers at the moment are extra happy with their work and productiveness displays that.

If your organization is looking for an revolutionary resolution that streamlines communications between what you are promoting and its clients, RingCentral has the answer. Get in contact with a consultant as we speak and request your free demo.

Final Modified Apr 08, 2022, up to date Apr 12, 2022


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