Why Shaping the Call Center Agent Experience Should Be Among Your Priorities

Why Shaping the Call Center Agent Experience Should Be Among Your Priorities

James Glenn Gomez Published on January 21, 2018Last updated on September 3, 2022

Improving the quality of work life your call center agents experience can help enhance the customer experience.

How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel about the company?

Call Center Agent Experience depiction team leader chatting with customer support team

How’s their experience

The concept of employee experience has been thrown there and again for quite some time now, though the idea hasn’t caught on a bit. Employee experience, simplified, refers to the sum of the interactions—satisfaction, happiness, and engagement—your employees face in a work day. Everything that revolves around how they do their work is employee experience.

The call center agent experience offers a myriad of benefits that strengthen not just your relationship with your customers, but with your employees as well. So much so, that the overall agent experience should be a priority for your company.

Here are some reasons why you should improve the employee experience.

              

  1. Employees Are as Important as Your Customers

    Call Center Agent Experience depiction customer support reps smiling at each other

    Sometimes, it takes getting to know what your employees want and need in order to
    improve the customer experience
    . They’re your customers’ first contact to the company. The positive experiences lead agents to be more productive for your cause.
              

  2.           

  3. A Well-Equipped Agent Works Efficiently and Effectively

    Call Center Agent Experience depiction customer support agent using tablet

    Tools, equipment, and other critical resources are part of the call center agent experience. User-friendly technology helps ensure hassle-free interactions with customers. Agents can become increasingly frustrated if they’re made to use faulty or outdated equipment, which can hinder their work and prevent them from thoroughly helping customers.

  4.           

  5. Environment Affects Work Performance

    Call Center Agent Experience depiction smiling customer support reps at the office

    What’s your setup for your call center? The lighting, the spacing, and temperature all have an effect on an agent’s performance. Your office shouldn’t just be aesthetically pleasing; it should also be functional and free from distractions.

  6.           

  7. Present a Better Brand Image

    Call Center Agent Experience depiction excited happy team leader in meeting with fun customer support team

    Websites such as Glassdoor collect the ratings of a company’s call center agent experiences. Thus, those with positive experiences tend to have competitive advantages when hiring new employees and keeping old ones because of the better brand image.

 

Call Center Agent Experience depiction diverse customer service reps chatting with team leader

The agent experience has become more than just giving away a higher salary. It’s about providing your employees with the positive work environment and tools they need to fulfill their jobs excellently. It’s about giving them an incentive to be proud of the company that handles them. Simply put, it’s about taking care of your employees.

And that’s what your call center partner needs to do for the people working on your programs to provide excellent support to your customers.

Get access to customer support experts to frontline your programs by partnering with a capable outsourcing service provider. This assures your customers’ needs are covered. Regardless of when they need assistance or what language they speak, Open Access BPO’s customer care, back office, content moderation, and knowledge process support are at the ready to serve your business needs.

Contact us today so we can start outlining your outsourcing program.

 

Read More

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO4 days ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3UZf4i0

----------
Let's create a program hyper-customized for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO4 days ago
Making your #CallCenter agents happy boosts #productivity and elevates #CustomerExperience.
Here's how you can make their lives easier: https://buff.ly/3UQvadX

----------
It's #CSweek! Don't forget to express your appreciation to the awesome people assisting your customers. Celebrate the job they do!

Let's build you a well-engaged #outsourcing team: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #EmployeeEngagement
Open Access BPO
Open Access BPO4 days ago
It's 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸, a weeklong celebration of the value of #CustomerSupport and the people who assist customers.

We recognize our people across Open Access BPO's international locations and celebrate them for the awesome work they do.

#WeSpeakYourLanguage
#CustomerServiceWeek
#CSWeek #CelebrateService
Open Access BPO
Open Access BPO7 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO