By guest blogger, Matt McConnell
If doing the same thing 50-75 times a day sounds intellectually stimulating, stop reading.
Still there? Since many of you may have begun your career as contact center agents, you probably know how monotonous the job can be. As a manager, there are many things you likely already schedule to break up the agent’s day periodically. Things like training and team meetings along with activities like special projects. (Whether they actually happen or not is a different story.) But what else can agents do in between calls that don’t have to occur at a specific time?
Consider putting together a list like the one below to build variety into your agents’ days. Happy agents make happy customers, so read on for ideas to end up with both:
1. Development. How satisfied can you be if the customer knows more than you do by the time they make it through multiple channels before reaching you with a complex problem? Ensure your agents get the communications, training and coaching they need to do their jobs well.
2. Social Media. Certify agents to support customers or even just interact on behalf of your brand via social media to liven up their day and take your service to where your customers are.
3. Customer Community. If you have a customer community, send your agents to mingle and help. If agents participate in your customer community via an assigned task, not only would you alleviate boredom, you could end up turning idle time into call avoidance.
4. Back Office. The customer experience involves the whole enterprise. Help alleviate back office backlog, elevate the customer experience and provide variety by delivering back-office tasks like application processing, fax communications, and processing returns to agents during call volume lulls.
5. Welcome Calls. Give your agents the opportunity to take a customer call without a “problem” attached to it, and start your customer relationship off with warm fuzzies.
6. Game Time. Games can keep agents engaged, especially Generation Y agents. If you’re planning to incorporate gamification into your center, make sure you give your agents time to earn their badges, kudos and bragging rights.
7. Peer Awards. What if agents received reminders to nominate their peers for awards? Doing something nice for someone else can improve one's mood, and on the receiving end, recognition from one's peers can mean a lot.
8. Fitness Breaks. Give agents a chance keep their body and mind healthy by giving them a fitness break. A walk around the grounds could be just what’s needed to break up the day and get a healthy boost of energy to bring to the next call.
Most call center leaders want to make the center a better place to work for their agents, but time is tight, and service levels rule the day. High attrition and low agent engagement don’t have to be the norm, however. You do have options if you’re willing to challenge some of the accepted methods and manual processes around intraday management. Even with all the maneuvers workforce management does when staffing and call volume don’t quite match up with your forecasts, 85% occupancy equates to 17 hours of idle time a month. Automating intraday management allows your workforce management team to re-purpose that time so that your agents can take a break from calls to improve your customer experience, your center productivity and your agent retention.
About Matt McConnell: Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in intraday management technology with more than 450,000 agents and managers around the world using Intradiem every day.
If doing the same thing 50-75 times a day sounds intellectually stimulating, stop reading.
Still there? Since many of you may have begun your career as contact center agents, you probably know how monotonous the job can be. As a manager, there are many things you likely already schedule to break up the agent’s day periodically. Things like training and team meetings along with activities like special projects. (Whether they actually happen or not is a different story.) But what else can agents do in between calls that don’t have to occur at a specific time?
Consider putting together a list like the one below to build variety into your agents’ days. Happy agents make happy customers, so read on for ideas to end up with both:
1. Development. How satisfied can you be if the customer knows more than you do by the time they make it through multiple channels before reaching you with a complex problem? Ensure your agents get the communications, training and coaching they need to do their jobs well.
2. Social Media. Certify agents to support customers or even just interact on behalf of your brand via social media to liven up their day and take your service to where your customers are.
3. Customer Community. If you have a customer community, send your agents to mingle and help. If agents participate in your customer community via an assigned task, not only would you alleviate boredom, you could end up turning idle time into call avoidance.
4. Back Office. The customer experience involves the whole enterprise. Help alleviate back office backlog, elevate the customer experience and provide variety by delivering back-office tasks like application processing, fax communications, and processing returns to agents during call volume lulls.
5. Welcome Calls. Give your agents the opportunity to take a customer call without a “problem” attached to it, and start your customer relationship off with warm fuzzies.
6. Game Time. Games can keep agents engaged, especially Generation Y agents. If you’re planning to incorporate gamification into your center, make sure you give your agents time to earn their badges, kudos and bragging rights.
7. Peer Awards. What if agents received reminders to nominate their peers for awards? Doing something nice for someone else can improve one's mood, and on the receiving end, recognition from one's peers can mean a lot.
8. Fitness Breaks. Give agents a chance keep their body and mind healthy by giving them a fitness break. A walk around the grounds could be just what’s needed to break up the day and get a healthy boost of energy to bring to the next call.
Most call center leaders want to make the center a better place to work for their agents, but time is tight, and service levels rule the day. High attrition and low agent engagement don’t have to be the norm, however. You do have options if you’re willing to challenge some of the accepted methods and manual processes around intraday management. Even with all the maneuvers workforce management does when staffing and call volume don’t quite match up with your forecasts, 85% occupancy equates to 17 hours of idle time a month. Automating intraday management allows your workforce management team to re-purpose that time so that your agents can take a break from calls to improve your customer experience, your center productivity and your agent retention.
About Matt McConnell: Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in intraday management technology with more than 450,000 agents and managers around the world using Intradiem every day.
