Although, there are multiple aspects that make any customer service bloom to its maximum potential, keeping a check on the productivity of the customer service agents is at the nexus of the whole equation.
In fact, your company's success in terms of delivering top-notch customer experience depends on how agents get to work with robust smartness and efficiently. With this approach, companies can easily register a boost in their customer satisfaction, monthly sales and a higher ratio of repeat customers on the go.
But the question is: does customer service productivity aids lucrative results for the company when it comes to standing out with the CX? Let's understand how these 4 actionable ways enable brands to be on top of your customer service agent's productivity.
Why Do Agents Face Hindrance In Their Productivity?
Businesses should understand that by excessive workload, outdated technology, and poor workflows, companies can register low productivity levels when it comes to customer support agents.
A lack of insufficient training may also cause major performance stagnancies for customer service agents.
This should be addressed and replaced with the following strategies that collectively work to improve the work processes for agents, and their confidence to take on every task more efficiently.
1) Integrating An Innovative Mix of Tools & Technology:
Whether your customer support is based on phone call service, or live chat, integrating new-age technology, and adding useful features will strategically maximum the agent productivity like nothing else.
By doing so, companies can not only streamline their processes better when it comes to customer support, they will also share a competitive edge over their counterparts which results in becoming a market leader in their industry. The innovations are as follows:
- Using Advance Routing:
This feature can be integrated to your communication hub where calls can be automatically rerouted to the right point of person based on their skill, designation, and availability.
- Saving Time With Canned Messages:
Using "Canned" messages is another strategic integration that you can learn and bring about to boost your agent's productivity. These are pre-written templates with a generic tone that you can send to converse with your clients and save time.
While some customers might repeatedly ask you the same thing over and over, using canned messages is a smart way to save time while actively conversing with customers on live chat.
2) Use Omni-Channel Support To Create A Unified Data Hub:
Customer support agents should remain well-prepared in all scenarios of their customer-related endeavors. One of them is keeping the customer's database at their fingertips.
That's when an integration of an omni-channel support is put to use, enabling companies to operate from a unionized platform with social media, live chat, phone, and email support simultaneously connected to each other with real-time data synchronization.
This irons out the need for agents deployed on phone calls, live-chat or even social media to go from one platform to another while keeping the customers on hold. Instead, you can pull up any case within seconds without switching the platforms.
Integrating the omni-channel support to your existing CRM also makes the experience become more rich and immersive for your customer support agents . With omni-channel support, you can access customer data regardless of the platform it is on and provide quicker responses and resolutions to boost your overall productivity.
3) Monitoring & Analyzing Performances Manually:
Agent productivity can also be improved with routine monitoring and manual of performances analysis
It means that supervisors have a responsibility on their shoulders to evaluate the number of chats taken by a certain agent, call-time, and the number of emails drafted to understand their metrics.
This keeps the agent motivated in posting new and improved numbers. It also helps them in achieving good scores at the time of yearly appraisals.
4) Building a Collaborative Environment To Work In:
Foster a collaborative environment where agents can share insights, best practices, and solutions to common issues, leading to faster problem resolution and improved productivity.
A collaborative environment also comes with a perk of fostering a culture of open-communication where agents can insist upon training & development in various parts of their customer service excellence to thrive the company when it comes to CX.
Companies must understand that instead of encouraging individual performance, they should focus on being collaborative and making everyone work under the dynamics of high-achieving teams.
MAIN TAKEAWAY:
In conclusion, boosting agent productivity is essential for any company looking to excel in the online marketplace. By investing in tools, training, and resources to enhance agent productivity, companies can improve customer satisfaction, increase loyalty, and ultimately drive business growth. In today's competitive landscape, prioritizing agent productivity is not just a choice – it's a necessity for success.
Companies that prioritize agent productivity are often viewed more favorably by customers. A reputation for efficient and effective customer service can attract new customers and improve the company's standing in the market.