GoResponse Telephone Answering Service Staff

Agent feedback vital to call centres

Call CentreThe call centre industry often talks about the vital role of customer feedback in shaping their business operations and ensuring that everything runs smoothly. However, in 2015, it’s also essential to take agent feedback into consideration. Frontline staff can be a voice for consumers and highlight issues with the firm itself. By listening to what workers have to say, telephone answering services can improve their entire operation.

Feedback from any source can be an important tool. Call centre agents work tirelessly day after day to ensure customers’ queries, problems, and concerns are answered. Therefore, there are few employees who have better knowledge of the reality of a brand. This means that not only do agents understand how well business systems work, but they are also familiar with the gripes and worries of customers.

Business improvements should be made on a continual scale, and the right changes can be made by listening to agents. For example, there might be a glitch in the operational flow of conversations, or perhaps consumers are mentioning that menu options aren’t varied enough. With the help of agents, managers and executives can improve their company so these problems are eradicated, creating a better overall workflow.

By having meetings and a proper time and place for agents to air their concerns, businesses in 2015 can ensure they are making the right changes to improve branding and customer satisfaction.

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