Motivated Support Agents = Elevated CX

In your business (and particularly call centers and BPOs), it's not the sole job of HR to effectively motivate support agents.

When your supervisors and management treat agents well, you'll see the reciprocated effort made by agents to take the best care of your customers.

The modes of agent care are simple and can be narrowed down to:

• Weekly personalized 1:1 meetings or personal KPIs if you prefer (these should be individual per agent)
• Getting proper feedback from your agents about what they feel they enjoy about the product or service.
• All training and daily task assignments should be done with a positive attitude, kindness, and a collaborative effort where no agent is ignored.

When you notice your support agents feeling motivated by their 1:1s, your ethical treatment daily, and their knowledge of the product or service for your customers, you can expect one or more of the following:

1. Support agents who are more knowledgeable about their product or service due to their engagement. The better support agents know a product or service, the better they're able to demonstrate professional problem-solving skills with customers.

2. Agents who lead with a positive attitude will return that positive attitude to their customers. Your customers can call, chat, or enter into support email in a number of moods and hesitations. The attitude of your support agents alone gives assurance that there's confidence in the professional handling of customer cases.

3. Agents can become advocates for the brand itself. Support agents will have someone assist in a product or service upgrade, share their excitement for the product with said customer, and overall encourage brand loyalty. That's brand loyalty from the well-treated support agents, which makes customers likewise feel proud of the brand and endorse it more. As it's been said quite often, "customers are the voice of the brand."

Positive support agent leadership will lead to enhanced brand loyalty.

What a wonderful way to see your teams grow, but for those leading this business, you will see your business grow likewise!