For agents

Too often, Agents can see every day as a tedious blur of dozens of calls that they have to get through before they can go home – which can breed a “going through the motions” approach. Have a look at the faces in your contact centre right now, and ask yourself these questions…

Do my agents take responsibility for their own performance – or is it usually someone or something elses’s fault?
Do they arrive 20 minutes early to prepare for the start of their shift?
Do they physically and mentally focus on every call – or do other work and personal distractions come in to play?
Do they often fail to achieve some of their productivity or sales targets?
Do they listen to the customer’s whole situation before attempting to offer a product, service or solution?
Do they know their stuff and, even if they do, can they bring that knowledge to life – using the customer’s story as the building blocks?
Do they accept that success is all about focusing and behaving in a decent way from the start of the call to the end – that there are no short-cuts to success?
Do their scripts and tick sheets encourage them to add value (customer’s world) or just to cover their a*ses (their world)?
Do they know that a great telephone conversation has all the ingredients of a great face-to-face conversation?
How often do they get that amazing feeling when a customer voluntarily thanks them for being so helpful?
And do they know that it is their own level of engagement which determines how often that happens?
Do they get a sense of achievement from work, or do they write silly things about it on Facebook?

The key to motivating agents is to encourage them to immerse themselves in every call, to put themselves in each of their customer’s shoes and have a focused, enjoyable and successful conversation.

As Einstein said: it’s a certain sign of insanity to do the same things over and over and expect the results to be different. In partnership with you, the contact centre manager, we can help your agents to re-invent what they think, say and do to make them so much more engaged, productive and successful.