Flexibility in Call Centers Could Improve Agent Performance

Hey there, fellow LinkedIn professionals,

So, do we have anyone who doesn't like freedom, flexibility, and independence in what you are doing??

Not right!?

It is because we all love having freedom, especially when it is about bringing creativity to our work.?

The same goes for your call center agents as well. If you aren't giving them flexibility or the independence to work freely, you are just restricting them to perform their best.?

And I guess it is needless to mention how important agents are for a call center business. So, indeed, flexibility in call centers could improve agent performance.?

But what sort of flexibility should call center owners offer them? How much flexibility would be feasible for an ideal work environment??

Well, no worries if you still don't know about it because today's newsletter is all about it. So sit back, relax, take your popcorn, and keep reading the newsletter right till the end to know more.

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7 Reasons Why Giving Flexibility To Agents Can Improve Your Business!

Consider the following reasons why flexibility is important for your employees:

1. Giving sufficient flexibility to your agents has an evident impact on boosting their performance.

2. Flexibility in work is important so that you can retain your trusted employees since going for an entirely new recruitment is time-consuming and costly.?

3. Giving your employees more options in their workplace also motivates them and improves their morale.?

When your agents have a positive mindset, they will be able to shape and personalize the cold calls better.

4. You can also give them flexibility in shifts when required. However, you can set certain hours to be mandatory and then add the extended flexible hours.

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5. Exchanging shifts can also serve as a good strategy to give flexibility to your employees.?

6. Let your agents choose their break times. Yes, you heard that right. These little flexibilities ensure your agents have job satisfaction and deliver better output.

7. You can also offer them both remote and hybrid options to carry out their operations. This can help them to balance their work lives better and be even more productive.

Ways To Improve Agent Performance

Some notable ways by which you can improve your agent productivity and your overall call center business performance are as follows:

• Regularly training them and giving them feedback about their work significantly helps improve agent performance. Keep them on consistent coaching so that they serve your clients better.
• Ask them to be comfortable with the latest artificial intelligence technologies and advancements.?

Technologies like predictive dialers can immensely help agents to automate a lot of their work.?

According to a recent study, predictive dialers can increase agent talk time by 300%.

• Keep an eye on the performance metrics and relevant changes in the analytical reports.?
• If you get any drop in your sales representative's KPI, sit with them and try to find out the underlying problem.
• Always monitor the recording of your agents' interactions. This is because, with practice, you achieve perfection.?

The more they analyze their previous recordings, the more they will be able to improve their performance.

• When giving feedback, make sure it is a two-way feedback session. That means when you are giving feedback to an agent, ensure you are sharing both the positive and negative ones.?

The negative ones will help them identify their weak points, while the positive ones will motivate them.

• Ensure your agents are getting enough flexibility with a healthy, stress-free, and comfortable workspace. This will ensure they are delivering their best, reducing your risk of losing clients.
• You can also regulate open communication systems so your employees can freely share knowledge and ideas to develop your business.
• Reward them regularly and acknowledge their hard work. This will also help them to be more efficient, reducing the risk of burnout.

So, out of the reasons that we discussed why giving flexibility to your agents is fruitful for your call center business, Which ones are your favorite?

Join the conversation today, and don't forget to share your thoughts in the comment section below.

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Warm regards,?

Team Klozer,

https://www.klozer.io/