12 winning tips to improve agent satisfaction Related Articles 32 Tips for Reducing Average Handling Time (AHT) 31 Tips to Improve Customer Satisfaction 34 Winning Contact Centre Tips to Successfully Start the New Year 7 Top Tips From an Award-Winning Resource Planning Manager 11,954 Filed under - Hints and Tips, Employee Engagement Looking to improve agent satisfaction in your contact centre? Here are some great tips that have been submitted by our readers. 1. Get on the phones Get on the phones and achieve great results! The agents love it! It also increases their respect for you as a manager when they see that you can do the job too! It also helps to reinforce coaching tips, as you can demonstrate the success of implementing a change. Thanks to Kerri 2. Get your agents involved Actively listen to your agents. They’re the ones doing the job and they know better than anyone how to improve it. Thanks to Sarah 3. Make sure the workload is realistic A heavy workload often prevents agents from providing the best service to their customers. They become reluctant to go the extra mile, as they think they will not receive support or recognition for their efforts, and they end up doing the bare minimum. Thanks to Theresa 4. Take the time to get to know your agents Agents who are cared about want to do well. Take the time to develop personal relationships with individuals and let them know you care about them as people, not just numbers at a desk. Thanks to Daphne 5. Target for customer satisfaction Don’t target for length of call, target for customer satisfaction instead. That way your agents will feel that they have the resources to do what is best for their customer, rather than feeling stressed and pressed for time. This will increase both agent and customer satisfaction overall. Thanks to Kerri 6. Reward good performance Give top-performing agents time off from the phones to reward them for their hard work. Thanks to Julie 7. Improve your technology Make sure that you have the most up-to-date technology available. This will give your agents the tools they need to do a good job. Thanks to Carole 8. Get customer reinforcement Get your agents to end every call by asking the customer if they are happy with the resolution they have been offered. Effective call closure should allow the agent to feel that they’ve delivered what the customer wanted. Thanks to Lloyd 9. Pilot your training schemes Before implementing new training schemes, run pilot sessions and take on feedback. Your agents will feel part of the change process and be more likely to buy in to the improvements. Thanks to Sandra 10. Be clear about what you expect One of the reasons employees fail to do what’s expected of them is that they aren’t told what’s expected of them. Being clear in your expectations — even before they accept the job — is one way to make sure that your agents are satisfied in their role. Thanks to Sandeep 11. Get your agents to self-score their calls Allow agents to self-score their calls, and listen to and score their manager’s calls. This will enable them to see what defines good service and share best practice across the company. Thanks to Kerri 12. Let an agent lead their team for a day Select an agent to be the leader of their team for a day. This will give the chosen individual increased responsibility and a greater sense of purpose within the organisation. Appoint a new agent to this position every day for maximum effect. Thanks to Redwan Click here for our 31 Quick-Fire Tips: How to Improve Customer Satisfaction What tips do you have for improving agent satisfaction? Please leave your ideas Author: Megan Jones Published On: 16th Oct 2013 - Last modified: 25th Oct 2017 Read more about - Hints and Tips, Employee Engagement Recommended Articles 32 Tips for Reducing Average Handling Time (AHT) 31 Tips to Improve Customer Satisfaction 34 Winning Contact Centre Tips to Successfully Start the New Year 7 Top Tips From an Award-Winning Resource Planning Manager Related Reports White Paper: Five Secrets of Top Performing Contact Centres eBook: Measure What Matters - Employee Satisfaction White Paper: How Contact Centres Can Become Employers of Choice eBook: Hit Business Goals, Engage Agents, and Delight Customers 5 Comments Excellent tips, mind if I print out a copy to hand out to a few people working in my call center? Regards, R. R.E. 10 Dec at 04:52 Yes R.E. that’s fine – glad to hear how it can be used! rboynton 10 Dec at 14:18 I’m going to discuss this on our next leadership meeting. Great article! Dan 11 Dec at 04:05 Excellent tips! Lily 23 May at 07:56 practical and insightful! great article! Snow 28 Mar at 03:20 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter