Telemarketing Software Featured Article

Working in a contact center as a telephone sales agent can feel monotonous, even if the products or customer interactions vary. This can lead to agent burnout or a somewhat lackadaisical attitude. So, what can management do to up productivity and ensure all tasks are being performed in a timely manner? Here are a few tips to promote contact center efficiency.

Yes, incentives are always great tools and should never be underestimated, but there is so much more. One of them is allowing agents to work remotely. Not only does it slow down agent turnover, but it increases productivity by 20 percent. It also gives a feeling of trust and independence to the employee that they are responsible for their own work.

By encouraging agents to be more empathetic with callers, issues tend to get resolved much more quickly. Positive feedback and resolution give agents a sense of satisfaction and the urge to want to repeat the success.

Sometimes, agents need to be heard by management. Take time to ask what tactics work when making sales and have agents share those with one another. Put them on a board so the entire contact center can see. Sharing is caring.

Circling back to incentives, they are still a preferred method to keep agents productive. That may include a healthy competition, shift preferences, free shift meals or anything else that keeps agents feeling appreciated. Who does not want work to be filled with gratitude and gifts?

Sitting in a cubicle can be boring, so why not install wireless headsets to allow agents to walk around as they make calls? Not only is this a healthy method to keep blood flowing, but it will ensure they stay more alert during all calls. For those who work better this way, there can be a wireless section as to not distract those who just enjoy sitting in peace.

Finally, being a contact center salesperson or agent, for that matter, is not always an easy job. Anything that can be done by management to make daily tasks stress-free is helpful for agents so think about installing the right CRM software. All of the customer information and their prior purchase history is displayed right on the agent’s screen to take a lot of guesswork out of calls, allowing ease of conversation.

What tools will you implement in your contact center for enhanced productivity?