GoResponse Telephone Answering Service Staff

Better service provided by empowered agents

Side view of customer service assistantsIt is not surprising to hear that high quality customer care is crucial in modern call centres. Companies that want to be successful and note continued loyalty need to provide consumers with frontline agents who are knowledgeable and able to help. To provide the best care, agents need to be empowered by being given the responsibility to tackle and resolve a large variety of issues.

One of the most frustrating things for callers is to get through telephone answering services staff only to be passed between various personnel because agents either aren’t adequately equipped or are in the wrong department. This can be avoided by ensuring that a high percentage of agents can resolve calls.

By developing self-service options, call centres allow more urgent enquiries to reach agents. This means that instead of training people to deal with account updates, more serious issues can be learned. This creates a team of skilled agents who are more capable of fixing difficult problems. Staff retention in the call centre industry can also be low, but by empowering agents and widening their job responsibilities, individuals might be more likely to stay. Job satisfaction could be higher because agents get to truly help people, whilst being given more power instils a sense of employee value.

Empowering agents shouldn’t be underestimated, and it can be a great way to hold onto skilled staff and provide high quality customers with capable agents.

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